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 platform is built to modernize IT and other business functions, making it easy to use, configure, and scale.
Key Features and Functionality
Incident, Problem, and Change Management
Freshservice includes robust incident management, allowing teams to create, track, and resolve incidents efficiently. It also features problem management to identify and address the root causes of incidents, and a change management system to plan, schedule, and track changes to IT systems and infrastructure, ensuring they are carried out in a controlled and safe manner.
IT Asset Management
The platform provides a comprehensive IT asset management system, enabling teams to track and manage IT investments across the organization. This includes visibility into both on-premise and cloud infrastructure, helping in efficient service delivery.
Automation and Workflow Management
Freshservice offers no-code, drag-and-drop automations for routine tasks, built-in workflows, and integrations that accelerate setup time and help teams solve problems faster. This automation capability helps in offloading more tasks, enhancing collaboration, and improving communication.
AI Assistance
The platform leverages AI to improve efficiency across teams, systems, and processes. AI automates routine queries, enables self-service for employees, and provides insights that help leaders make informed decisions. AI-powered agents support a knowledge base, allowing employees to resolve issues independently.
Service Request and Ticket Management
Freshservice manages service requests and tickets generated through various channels such as email, calls, or web forms. It includes a self-service portal where users can submit and track their own service requests, and a knowledge base to share information and best practices.
On-Call and Alert Management
The platform features on-call management to limit disruptions and ensure timely responses to critical issues. Alert management provides a real-time view of alerts, automates incident creation, routing, and resolution, and helps in filtering noise to extract critical signals.
Analytics and Reporting
Freshservice includes analytics tools that allow teams to 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 in the IT department.
Integration and Scalability
The platform integrates with a wide range of third-party applications, including tools like AWS, Slack, and Bamboo HR. Freshservice is fully scalable, making it suitable for both small businesses and large enterprises, and is known for its ease of setup, administration, and use.
Additional Benefits
- Employee Productivity: Freshservice enhances employee productivity by providing a unified service catalog, an enriched knowledge base, and self-service experiences accessible through various channels like MS Teams, Slack, or the Freshservice chatbot.
- Enterprise Service Management: The platform extends its efficiencies to non-IT teams, offering secure, segmented workspaces and workflows to maintain departmental autonomy and protect employee information.
In summary, Freshservice is a powerful and flexible ITSM solution that streamlines service management, enhances employee experience, and boosts agent productivity through its AI-powered features, automation capabilities, and comprehensive management tools.