Freshservice - Detailed Review
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Freshservice - Detailed Review Contents
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Freshservice - Product Overview
Freshservice Overview
Freshservice is an AI-powered, unified IT and employee service management solution that simplifies and streamlines IT operations for organizations of all sizes.Primary Function
Freshservice is primarily focused on IT service management (ITSM), aiming to transform IT from a cost center to a value creator. It helps in managing IT services, automating operations, and enhancing collaboration and communication within IT and other departments.Target Audience
Freshservice is ideal for IT departments and organizations looking to improve their IT infrastructure. It is suitable for both small and medium-sized businesses (SMBs) and large enterprises, as it offers scalable and enterprise-grade capabilities.Key Features
AI Assistance
Freshservice features built-in AI, known as Freddy AI, which automates routine queries, enables self-service, and provides insights for managers. This AI assistance improves efficiency across teams, systems, and processes.Omnichannel Support
Freshservice offers an omnichannel solution, allowing teams to manage service requests from various channels such as email, tickets, SMS, or Microsoft Teams in a unified workspace.ITSM and ITOM
It includes comprehensive ITSM features like asset and change management, as well as IT operations management (ITOM) to consolidate, collaborate, and resolve issues quickly. Freshservice also supports IT asset management (ITAM) with real-time tracking of hardware, software, and SaaS in an auto-updating configuration management database (CMDB).Automation and Integration
The platform allows for codeless, drag-and-drop automations to streamline routine tasks and integrates with a wide range of third-party applications, such as AWS, Slack, and Bamboo HR. This helps in offloading low-value tasks, improving collaboration, and enhancing communication.Modern IT Asset Management
Freshservice provides complete visibility into on-premise and cloud infrastructure, helping teams track and manage IT investments efficiently.Enhanced Collaboration and Analytics
It offers a unified agent workspace, streamlined collaboration tools, and advanced analytics to help teams deliver fast service and make informed decisions. Freshservice also supports detailed reporting and insights into agent performance and ticket trends.Conclusion
Overall, Freshservice is a powerful tool that helps organizations streamline their IT operations, improve efficiency, and enhance service delivery through automation, AI, and comprehensive ITSM features. Freshservice - User Interface and Experience
User Interface Overview
The user interface of Freshservice is crafted to be intuitive and user-friendly, making it accessible for a wide range of users, even those with no prior experience in IT service management.Key Components of the UI
- The sidebar is a central element, providing easy access to all key modules such as Incidents, Problems, Change, Release, Reports, and Settings. Although the modules cannot be customized or rearranged, this layout ensures that all essential functions are readily available.
- The Ticket Summary section offers a quick overview of the service desk’s workload, including the number of overdue tickets, unassigned tickets, open tickets, and those due today. This helps agents and managers stay informed about the current state of their service desk.
- Recent Activity logs are displayed below the Ticket Summary, showing a list of recent actions and updates within the service desk. This feature keeps users updated on what’s happening in real-time.
- Global Search is an enhanced feature that allows users to quickly find the information they need. This search function is highly effective and can locate various types of data across the platform.
- The Calendar icon, located next to the search bar, links to the ITIL calendar, which schedules tasks for both individual users and teams.
- The Quick Create Button ( New) enables users to instantly create incidents, requests, problems, changes, or releases, streamlining the process of initiating new tasks.
- Announcements are displayed prominently, allowing admins to post important messages that all agents can see on their dashboards.
Ease of Use
Freshservice is known for its straightforward and intuitive interface. The platform avoids overwhelming users with technical jargon or excessive detail, making it easy for new users to get started. However, the extensive range of features might still be overwhelming for some users without prior experience.Overall User Experience
The user experience in Freshservice is generally positive, with users appreciating the simplicity and ease of use. Here are some key aspects:User Management
The platform allows for easy management of users, including the ability to create and assign groups with specific roles, configure departments, and set up approval workflows. This makes managing the service desk smooth and efficient.Automation Tools
Freshservice includes no-code, drag-and-drop automations for routine tasks, which helps save time and streamline processes. These automations can be used to create consistent approval workflows and automate repetitive tasks.ITIL Compliance
Freshservice is compliant with ITIL standards, ensuring that the service management practices align with industry best practices. This adds to the overall reliability and effectiveness of the platform.Customer Support
While Freshservice offers 24/7 email support and 24/5 phone support, some users have reported mixed experiences with customer service. However, support options are included in all plans.Conclusion
In summary, Freshservice’s user interface is designed to be intuitive, easy to use, and highly functional, making it a valuable tool for IT and employee service management across various departments. Freshservice - Key Features and Functionality
Freshservice Overview
Freshservice, an IT service management (ITSM) solution developed by Freshworks, offers a wide range of features that are highly beneficial for managing IT services and support. Here are the main features and how they work, including the integration of AI.Integrated Service Channels
Freshservice consolidates communication channels into a unified platform, allowing employees to interact with IT support teams through a single channel. This integration includes support for MS Teams and Slack, facilitating seamless communication and encouraging self-service.Incident Management
This feature helps manage unplanned disruptions by allowing the IT team to identify, log, and resolve incidents efficiently. It uses AI to restore service operations quickly and minimize the impact on business. Incident management includes tracking resolved and unresolved tickets, and users can customize the view to include specific details about each ticket.Service Request Management
Freshservice simplifies the process of submitting service requests for IT services through a service catalog. It uses workflow automation to speed up the service request fulfillment process, categorizing issues systematically for seamless service delivery.Problem Management
This feature aids in finding the root cause of recurring problems and implementing solutions. Automation is leveraged to find rapid remedies to issues and prevent future similar incidents, reducing the frequency of disruptions and enhancing IT infrastructure reliability.Change and Release Management
Freshservice facilitates planned change management from approval to implementation. It uses contextual information from the Configuration Management Database (CMDB) and the service desk to manage, plan, and automate changes, speeding up the change process.Asset Management
Users can track assets by type (e.g., hardware and software), against vendors, and calculate asset lifecycles. This feature helps in managing and tracking assets effectively, ensuring that all IT assets are accounted for and properly maintained.Workflow Automation
The Workflow Automator in Freshservice is used to automate repetitive tasks, such as onboarding processes and approval workflows. This automation creates consistency and avoids confusion around approvals, saving valuable time for the IT team.AI-Driven Features
Freshservice integrates AI through several tools:Freddy AI
An AI assistant that can set up service bots to assist teams, identify similar historical incidents to speed up resolution, and provide AI-generated actionable insights and trends. Freddy AI is free for Freshservice subscribers and is currently in beta.Gaspar AI Integration
This integration brings generative AI to Freshservice, automatically resolving 40% of employee issues without human intervention. It deflects tickets, reduces manual work, and offers accurate, human-like answers to employee questions. Gaspar AI also automates ticket creation, optimizes the knowledge base, and provides business insights.Project Management
For users on the Pro and Enterprise plans, Freshservice offers a project management module. This module allows members of the business to collaborate with the IT team on projects, providing a structured way to manage and track project progress.Analytics and Reporting
Freshservice includes analytics tools to monitor service desk performance. Users can access preset dashboards and analytics reports to get a clear picture of progress. This helps in making data-driven decisions and improving service desk efficiency.Team and Department Management
The platform allows siloing different departments using the workspaces feature. It also includes a team dashboard for displaying team goals and built-in game mechanics like trophies and awards for completing specific duties, which can motivate team members.Automation and Integration
Freshservice can be integrated with various tools and platforms, such as Beam AI, which automates routine tasks like ticket management, data extraction, and multilingual support. This integration frees up the support team to focus on more complex issues, improving response times and reducing manual errors.Conclusion
These features collectively make Freshservice a comprehensive ITSM solution that streamlines IT operations, enhances efficiency, and leverages AI to automate and improve service delivery. Freshservice - Performance and Accuracy
Evaluating Freshservice
Evaluating the performance and accuracy of Freshservice, an AI-powered IT Service Management (ITSM) and Enterprise Service Management (ESM) solution, involves looking at its key features, user feedback, and areas for improvement.
Performance
Freshservice is praised for its user-friendly interface and the ease with which it can be set up and used. The platform streamlines IT operations through AI-powered features, automation, and fluid collaboration, making it efficient for businesses to deliver exceptional services.
Automation and Efficiency
Freshservice excels in automating routine queries and enabling self-service, which saves time and boosts productivity. The codeless drag-and-drop automations and built-in workflows help in offloading low-value tasks, improving collaboration and communication.
Reporting and Analytics
The platform offers a wide range of reports that provide a comprehensive picture of team performance. These reports are highly filterable, and most can be customized to some extent. Users can export reports to PDF or email them, which enhances the reporting capabilities.
Integration
Freshservice integrates well with various cloud and on-premise enterprise applications, such as Microsoft Teams, Slack, Zoom, and AWS, which enhances its functionality and productivity.
Accuracy
SLA and Ticket Management
Freshservice allows administrators to monitor SLA breaches and overdue tickets effectively through personalized dashboards. This ensures that issues are addressed promptly and accurately.
Asset Management
While the asset management features are appreciated, there are some limitations. Users have noted that the CMDB (Configuration Management Database) and asset management need improvement, particularly in terms of compatibility with Linux infrastructure.
AI-Powered Insights
The built-in AI, known as Freddy AI, provides performance insights and helps in raising productivity. It enables quicker resolutions for agents and better insights for managers, contributing to the overall accuracy of service delivery.
Limitations and Areas for Improvement
Despite its strong performance and accuracy, there are several areas where Freshservice can improve:
Customization
Some users have noted that while the lack of customization can be an advantage for new users, it can be a disadvantage for larger or more complex organizations that need more flexibility. There is a need for more customization options, especially in the user interface and reporting.
Asset Management and ICT Network Discovery
Users have highlighted the need for better asset management capabilities, particularly in discovering infrastructure elements like switches and wireless devices. This would make Freshservice a more comprehensive solution.
Project Management
The project management features are still basic and need enhancement. Users have reported issues with measuring project progress and the lack of standard KPIs for performance and support.
Technical Capabilities
There is a suggestion to improve technical capabilities, such as better integration with Microsoft Outlook and Azure Active Directory, and enhanced compatibility with Linux infrastructure.
Support and User Interface
Some users have experienced delays in response times for non-critical queries and found the user interface for support a bit difficult to navigate. Improvements in these areas would enhance the overall user experience.
Conclusion
In summary, Freshservice performs well in terms of automation, reporting, and integration, but it has areas for improvement, particularly in customization, asset management, project management, and technical capabilities. Addressing these limitations could further enhance its accuracy and overall performance.
Freshservice - Pricing and Plans
Pricing Plans
Freshservice offers four main pricing plans: Starter, Growth, Pro, and Enterprise.Starter Plan
- Price: $29 per agent per month (billed monthly) or $19 per agent per month (billed annually).
- Features:
- Incident Management
- Knowledge Base
- Self Service Portal
- SLA Management
- Workflow Automator
- Access Controls
- Workspaces
- Mobile Apps
- Multiple Portal Languages
- Orchestration (1000 transactions/month/account)
- Analytics Starter
- Custom SSL
- Marketplace Apps
Growth Plan
- Price: $59 per agent per month (billed monthly) or $49 per agent per month (billed annually).
- Features: All features from the Starter plan plus:
- Approval Workflows
- Asset Management (100 free assets)
- Orchestration (2000 transactions/month/account)
Pro Plan
- Price: $109 per agent per month (billed monthly) or $1068 per agent per year (billed annually).
- Features: All features from the Growth plan plus:
- Comprehensive management tools
- Wide range of team collaboration tools
- Management of Software as a Service (SaaS) products directly through the dashboard
Enterprise Plan
- Price: $129 per agent per month (billed monthly) or $1308 per agent per year (billed annually).
- Features: All features from the Pro plan plus:
- Virtual agent Freddy
- Largest number of Orchestration transactions
- Additional advanced features suitable for large corporate teams managing multiple IT projects
Free Trial and Discounts
- Freshservice offers a free trial, though the duration is not specified in the sources provided.
- There is no free version of Freshservice, but discounts are available for large teams, educational institutions, and non-profit organizations on a case-by-case basis.
Freshservice - Integration and Compatibility
Freshservice Overview
Freshservice, an AI-powered IT Service Management (ITSM) and Enterprise Service Management (ESM) solution, is designed to integrate seamlessly with a wide range of tools and platforms, enhancing its compatibility and usability across various environments.
Integrations with Popular Tools
Freshservice offers a plethora of integrations with popular tools and applications, making it easy to incorporate into your existing workflow. Here are some notable integrations:
- Microsoft Teams: Freshservice integrates with Microsoft Teams to provide chat support, collaborative resolution, and instant notifications for IT operations and services. You can create, update, and manage tickets directly from Microsoft Teams.
- Slack: Similar to Microsoft Teams, Freshservice integrates with Slack, allowing you to create and update tickets, send automatic notifications, and sync tickets between platforms.
- Jira: Freshservice allows you to easily create, link, and notify Jira issues without leaving the Freshservice workspace. This integration streamlines the process of managing both IT and development tasks.
- Azure AD: Freshservice can discover virtual assets and sync them into the Freshservice Configuration Management Database (CMDB), providing a single view of all assets.
- TeamViewer: This integration enables faster resolution of support issues with cross-platform remote access and screen control.
- Google Workspace: Freshservice can import Google Workspace users as requesters and synchronize updates with Freshservice, ensuring seamless collaboration.
Freshworks Marketplace and Connector Apps
Freshservice leverages the Freshworks Marketplace, which offers over 1,000 ready-to-install integrations. These integrations can be easily configured and customized using pre-built connectors, templates, flexible APIs, and a low-code UI. This allows you to extend the functionality of Freshservice with minimal effort and cost.
Custom and Generative AI Integrations
For more specific needs, Freshservice provides tools for custom integrations. The Freddy AI Copilot for Developers and the Freshworks Developer Platform enable you to build integrations conversationally or using a low-code interface. This reduces the time and cost associated with developing custom integrations.
Compatibility Across Platforms and Devices
Freshservice is a cloud-based service desk application, accessible via a web browser or mobile app. Here are the compatibility details:
- Web Browsers: Freshservice supports the latest two versions of Chrome, Firefox, Safari, and Microsoft Edge.
- Mobile Apps: The mobile apps are supported on iOS 10 and higher, and Android 7.1.1 and higher.
- Discovery and Management: For asset discovery, Freshservice uses various protocols like WMI, SSH, and SNMP, ensuring compatibility with a wide range of devices and systems.
Freshdesk Integration
Freshservice also integrates with Freshdesk, allowing customer support teams to collaborate seamlessly with internal teams. This integration enables the creation of incidents or service requests from within Freshdesk tickets, automatic ticket updates, and visibility into internal conversations and status updates. This streamlines the service management process and enhances collaboration between support and internal teams.
Conclusion
In summary, Freshservice is highly versatile and compatible with a wide array of tools and platforms, making it an excellent choice for integrating into various IT and service management environments.
Freshservice - Customer Support and Resources
Customer Support Options and Resources
When considering the customer support options and additional resources provided by Freshservice, particularly in the context of e-commerce and IT service management, here are some key points to note:
Support Channels
Freshservice offers a variety of support channels to ensure that users can get help whenever they need it. These include:
- 24/7 Email Support: Available across all plans, providing continuous email support for any queries or issues.
- 24/5 Phone Support: Available for all plans, with the Pro and Enterprise plans also offering 24/7 chat support.
- 24/7 Chat Support: For Pro and Enterprise plans, users can access real-time chat support. For other plans, chat support is available 24/5.
AI-Driven Support
Freshservice integrates AI capabilities through its Freddy AI agent, which provides several benefits:
- Self-Service: Freddy AI enables self-service options for customers, allowing them to resolve minor issues on their own. This AI agent can handle routine queries and provide instant responses.
- Automated Resolutions: Freddy AI helps in automating routine tasks, enabling quicker resolutions for agents and valuable insights for managers.
Automation and Streamlining
Freshservice is equipped with automation features that streamline IT operations:
- Codeless Drag-and-Drop Automations: Users can automate workflows without needing any coding, saving time and increasing efficiency.
- Omnichannel Support: Freshservice consolidates support from various channels such as text, email, tickets, or Teams into a single view, making it easier to manage and respond to customer inquiries.
Training and Onboarding
Freshservice provides comprehensive training resources through the Freshworks Academy:
- Courses: Agents and technicians can enroll in courses like “Freshservice Admin Fundamentals” and “Freshservice Agent Fundamentals” to enhance their skills and proficiency within the platform.
Additional Resources
- Knowledge Base: Freshservice includes a comprehensive knowledge base that serves as a repository of organizational information. This helps both customers and support agents find relevant content quickly.
- Performance Insights: The platform offers performance insights and productivity boosts through conversational prompts, helping teams stay on top of their tasks and provide excellent service.
- Integrations: Freshservice integrates with various cloud and on-premise enterprise applications such as Microsoft Teams, Slack, Device42, Zoom, AWS, and Google Workspace, ensuring seamless operations and enhanced productivity.
These resources and support options make Freshservice a comprehensive solution for IT service management and customer support in the e-commerce sector, ensuring efficient and effective service delivery.
Freshservice - Pros and Cons
Advantages of Freshservice
User-Friendly Interface
Freshservice is praised for its clean and easy-to-understand layout, making it user-friendly for both IT staff and end users. This simplicity helps in streamlining complex tasks and enhancing the overall user experience.AI-Powered Features
The software leverages potent AI and automation capabilities to automate routine queries, enable self-service options, and provide performance insights. This automation saves time and boosts productivity by offloading low-value tasks and facilitating better collaboration and communication.Streamlined Processes
Freshservice streamlines IT operations with features like incident management, service level agreement (SLA) management, and a unified service catalog. It routes incidents intelligently and allows technicians to resolve issues quickly within a single screen.Cost-Effective
Compared to other similar service desks, Freshservice offers more features at a lower cost, making it a cost-effective solution for businesses. It provides a comprehensive set of tools without the high price tag.SLA Monitoring and Service Catalog
Freshservice offers SLA monitoring for KPI requirements and a service catalog that allows end users to ‘order’ items, streamlining the workflow approval process. This enhances efficiency and customer satisfaction.Gamification and Motivation
The software includes a gamification feature that allows IT staff to compete for rewards, which can enhance motivation and productivity within the team.Integration Capabilities
Freshservice integrates seamlessly with various cloud and on-premise enterprise applications such as Microsoft Teams, Slack, Device42, Zoom, AWS, and Google Workspace. This ensures that organizations can consolidate, collaborate, and resolve issues quickly and efficiently.Disadvantages of Freshservice
Limited Reporting Capabilities
Users have reported that Freshservice’s reporting capabilities are poor and not customizable enough to meet specific needs. This can be a significant drawback for organizations that require detailed and flexible reporting.Limited Customization
While Freshservice allows for some customization, users have found that the options, particularly for HR/IT onboarding requests and the web portal, are somewhat limited. This may require additional effort or web design skills to tailor the system to specific needs.Inconsistent Customer Support
Several users have reported inconsistent and unsatisfactory customer support from Freshservice. Issues include slow response times, incorrect resolutions, and unprofessional behavior, which can be frustrating for users.Integration Difficulties
As organizations expand and develop more systems, Freshservice’s lack of necessary integration capabilities can become a limitation. This can make it challenging to maintain Freshservice within a broader IT ecosystem.Technical Issues
Users have reported numerous bugs and technical issues in various modules of Freshservice. These issues, coupled with poor support in addressing them, can lead to frustration and dissatisfaction among users. By considering these points, you can make a more informed decision about whether Freshservice aligns with your business needs and expectations. Freshservice - Comparison with Competitors
When Comparing Freshservice to Other AI-Driven Tools
When comparing Freshservice, an IT service management solution, to other AI-driven tools, it’s important to note that Freshservice is primarily focused on IT service management rather than ecommerce specifically. However, we can still highlight its unique features and compare them with tools that might be used in ecommerce for similar purposes, such as customer service and automation.
Freshservice Unique Features
- AI-Powered Service Desk: Freshservice uses AI to streamline service desk operations, including incident management, service level agreement (SLA) management, and a unified service catalog. It also features an AI agent named Freddy that assists with solution articles, ticket summaries, and personalized chat responses in over 40 languages.
- Unified Service Management: Freshservice offers a single platform for IT service management (ITSM), IT operations management (ITOM), and enterprise service management (ESM), which can be beneficial for organizations looking to consolidate their service operations.
- Extensive Integrations: Freshservice has a marketplace with over 300 applications and more than 40 out-of-the-box integrations, including Microsoft Teams, Slack, and Jira. This makes it highly versatile for various business needs.
Potential Alternatives for Ecommerce
While Freshservice is not directly aimed at ecommerce, here are some AI-driven tools that are specifically designed for ecommerce and customer service:
Lyro AI Chatbot
- Customer Support: Lyro provides 24/7 customer support using natural language processing (NLP) technologies. It can handle queries such as product recommendations, inventory checks, and order tracking.
- Customization: Lyro offers a free plan with up to 50 conversations per month, with premium plans starting at $25/month. However, customization is limited on the free plan.
Nosto
- Personalization: Nosto creates personalized shopping experiences by analyzing customer behavior, preferences, and purchase history in real-time. It delivers targeted product recommendations and personalized content across websites, mobile apps, and email campaigns.
- Automation: Nosto balances automation and control using AI and machine learning technologies, ensuring no negative impact on site speed.
Adobe Sensei
- Personalization and Optimization: Adobe Sensei enhances Adobe Commerce by providing tools for personalization, predictive search, automated catalog management, and personalized content. It integrates directly with Adobe Commerce, simplifying the implementation of AI-driven features.
- Data Analysis: It quantifies the impact of marketing activities and predicts how leads will move through the buyer journey.
OptiMonk AI
- Website Engagement: OptiMonk AI enhances website engagement and conversion rates by understanding visitor behavior in real-time. It segments visitors based on their actions and presents relevant offers and content.
- Personalization: It automatically writes conversion-optimized product descriptions and improves pop-up conversion rates through personalization.
Key Differences
- Focus: Freshservice is focused on IT service management, while the other tools are specifically designed for ecommerce customer service and personalization.
- Integration: Freshservice has extensive integrations with IT tools, whereas ecommerce tools like Lyro, Nosto, and Adobe Sensei integrate more closely with ecommerce platforms and marketing tools.
- AI Capabilities: While Freshservice uses AI for IT service management, ecommerce tools use AI for customer support, personalization, and marketing automation.
In summary, if you are looking for an IT service management solution with strong AI capabilities, Freshservice is an excellent choice. However, for ecommerce-specific needs such as customer support and personalization, tools like Lyro AI Chatbot, Nosto, Adobe Sensei, and OptiMonk AI might be more suitable.
Freshservice - Frequently Asked Questions
What is Freshservice and what is it used for?
Freshservice is an AI-powered IT service management (ITSM) and enterprise service management (ESM) solution developed by Freshworks. It is designed to help businesses streamline their IT operations, minimize downtime, and enhance service availability. Freshservice offers features such as service desk management, incident management, service level agreement (SLA) management, knowledge base, and a unified service catalog.What are the key features of Freshservice?
Freshservice includes several key features:- Incident Management: Intelligent routing and resolution of incidents from a single screen.
- SLA Management: Setting multiple SLA policies and automating escalation rules.
- Knowledge Base: A repository for storing and accessing information to help resolve issues.
- Unified Service Catalog: Deploys extensible workflows for speedy service delivery.
- Asset Management: Real-time visibility into hardware, software, and SaaS through an auto-updating Configuration Management Database (CMDB).
- Automation: Codeless drag-and-drop automations to streamline workflows and offload low-value tasks.
How does Freshservice pricing work?
Freshservice pricing is based on the number of agents. There are several plans available:- Starter: $19/agent/month, includes incident management, knowledge base, self-service portal, and SLA management.
- Growth: $49/agent/month, adds more features like project management, contract management, and custom reporting.
- Pro and Enterprise plans: Offer additional advanced features such as gamification, service catalog, and more.
What integration options are available with Freshservice?
Freshservice offers a wide range of integrations, including:- Slack
- MS Teams
- Zoom
- Jira
- G Suite
- Zapier
How does Freshservice use AI?
Freshservice leverages AI through its AI engine, Freddy, which can:- Automatically categorize tickets based on historical data.
- Enable self-service for customers.
- Provide quicker resolutions for agents.
- Offer better insights for managers.
What reporting capabilities does Freshservice offer?
Freshservice provides comprehensive reporting features, including:- Customizable Reports: Users can build reports exactly as needed using a chart editor.
- Pre-compiled Templates: Available for collecting various types of information.
- Export Options: Reports can be exported to PDF or emailed.
Can Freshservice be used for project management?
Yes, Freshservice includes project management features, particularly in the higher-tier plans like the Pro and Enterprise plans. These features allow project managers to manage tasks, changes, and problems within the same platform. Users can convert changes into projects, associate multiple changes/problems with a project, and add requesters/users to a project.How does Freshservice handle ticketing and workflow automation?
Freshservice allows users to contact support via multiple channels (email, self-service portal, mobile app, phone, Freddy chatbot, etc.). It also features:- Automated Ticket Prioritization: Using workflow automation to discern urgency.
- Ticket Assignment: Automatic assignment of tickets to agents or groups using round-robin or load balancing.
- Collaboration: Viewing who is working on a ticket, its priority, and status from a single screen.
Is Freshservice easy to set up and use?
Yes, Freshservice is known for being user-friendly and easy to set up. It is web-based, eliminating the need for any software installation. The platform is designed to be easy to configure and customize for both agents and end users, with responsive technical support available.What kind of support does Freshservice offer?
Freshservice offers various support options, including:- Email Support: Setting up forwarding rules and adding email addresses for ticket creation.
- Phone Support: Available through multiple regional contact numbers.
- FAQs and Documentation: Comprehensive FAQs and solution guides on the Freshservice support site.
Can Freshservice be integrated with other business systems?
Yes, Freshservice allows easy integration with other business systems. Users can create custom applications and forms, connect with IT specialists in the same workspace, and integrate with tools like Slack, MS Teams, and Jira without needing to write any code.