Freshservice Overview
Freshservice is an AI-powered, unified IT and employee service management solution designed to streamline service delivery, enhance employee experience, and boost agent productivity across various departments within an organization.
What Freshservice Does
Freshservice is a comprehensive IT service management (ITSM) platform that goes beyond traditional IT support to include service management for non-IT teams such as HR, Finance, Legal, and Operations. It helps organizations manage IT services, track assets, and facilitate collaboration and communication through a unified workspace. This solution is built to be simple to use, easy to scale, and aligned with ITIL (Information Technology Infrastructure Library) guidelines and best practices.
Key Features and Functionality
Incident Management
Freshservice includes a robust incident management system that allows IT teams to quickly create, track, and resolve incidents. The system supports automatic notifications, escalations, and on-call management to ensure timely and efficient handling of service disruptions.
Problem Management
The platform features a problem management system that helps teams identify and investigate the root causes of incidents, implement permanent solutions, and track the status of problems to prevent future occurrences.
Change Management
Freshservice offers a change management system that enables teams to plan, schedule, and track changes to IT systems and infrastructure. This ensures changes are carried out in a controlled and safe manner, assessing their impact on IT operations.
IT Asset Management
The solution provides modern IT asset management capabilities, allowing teams to track and manage IT investments with complete visibility into on-premise and cloud infrastructure. This helps in efficient service delivery and asset utilization.
Automation and Workflows
Freshservice includes no-code, drag-and-drop automations for routine tasks, built-in workflows, and integrations with various third-party applications. These features accelerate setup time, help teams solve problems faster, and enhance collaboration and communication.
AI Assistance
The platform leverages AI to automate routine queries, enable self-service for employees, and provide AI-powered insights to help leaders make informed decisions. AI also enhances agent efficiency by suggesting responses and automating incident creation, routing, and resolution.
Service Request Management
Freshservice allows organizations to manage all service requests raised by employees, whether for information, hardware, software, or other IT-related needs. This is facilitated through a unified service catalog and self-service portal.
Knowledge Base and Self-Service
The solution includes a knowledge base supported by AI agents, enabling employees to self-serve answers and resolve issues independently. The self-service portal allows users to submit and track their own service requests.
Analytics and Reporting
Freshservice provides analytics tools that help track and assess agent performance and service desk metrics. Users can build reports from scratch and gain quick insights using curated reports, which is essential for decision-making and continual improvement.
Integration and Scalability
The platform integrates with a wide range of third-party applications, such as AWS, Slack, and Bamboo HR, making it versatile and adaptable to different business environments. Freshservice is fully scalable, suitable for both small businesses and large enterprises.
Additional Benefits
- Omnichannel Support: Freshservice supports service requests via email, service tickets, SMS messages, and other channels, ensuring that teams can handle requests efficiently in a unified workspace.
- Employee Productivity: The solution empowers employees by providing consumer-grade experiences through channels like MS Teams, Slack, or the Freshservice chatbot, and an enriched knowledge base for self-service.
- Enterprise Service Management: Freshservice extends its efficiencies to non-IT departments, offering secure, segmented workspaces and workflows to maintain departmental autonomy and protect employee information.
Overall, Freshservice is a powerful and flexible ITSM platform that streamlines service management, enhances employee experience, and boosts agent productivity, making it an ideal solution for organizations looking to modernize and optimize their IT and service operations.