What is Freshservice?

Modified on Sun, 15 Oct 2023 at 01:41 AM

Freshservice is a cloud-based IT Service Management (ITSM) solution designed by Freshworks. It's aimed at organisations seeking to streamline their IT support services and improve service delivery to end-users. Using an intuitive user interface, combined with robust out-of-the-box features, Freshservice makes it easier for businesses to manage internal support requests, incidents, and IT assets.


Here are the top four business benefits of Freshservice:


1. Enhanced Service Efficiency and Productivity:

   - Streamlined Ticket Management: With Freshservice, businesses can effortlessly log, track, and manage incidents or service requests. Automated workflows and categorisation mechanisms ensure that tickets are routed to the appropriate teams for timely resolution, thus reducing the mean time to resolve (MTTR) incidents.

   - Knowledge Base Integration: Teams can document common solutions and provide self-service options for end-users, reducing the number of recurring and basic queries.


2. Optimised IT Asset Management:

   - Comprehensive Asset Lifecycle Management: Freshservice allows organisations to track and manage IT assets throughout their lifecycle, from procurement to disposal. By having a unified view of assets, businesses can ensure optimal utilisation, reduce unnecessary expenditures, and maintain compliance with licensing agreements.

   - Automated Discovery: The platform's discovery tools automatically identify and log IT assets, ensuring that the inventory remains up-to-date, and assists in risk management by identifying unauthorised or outdated devices.


3. Improved Decision Making with Data-driven Insights:

   - Analytical Reports and Dashboards: With built-in analytics and customisable dashboards, decision-makers can quickly access key performance indicators (KPIs) and metrics. This facilitates data-driven decisions, enabling continuous service improvement and optimisation of IT resources.

   - Feedback Mechanisms: Regularly capturing feedback from end-users helps in refining the services and ensuring they align with business needs and user expectations.


4. Boosted User Satisfaction and Collaboration:

   - User-friendly Portal: Freshservice offers a modern, intuitive user portal that simplifies the process of raising and tracking tickets for end-users. This reduces friction and enhances the user experience.

   - Collaboration Tools: The platform incorporates tools that enable different teams or departments to collaborate seamlessly on tickets or projects. This ensures that issues requiring inputs from multiple teams are resolved in a coordinated and efficient manner.


In summary, Freshservice provides organisations with a comprehensive toolkit to enhance IT service delivery, optimise resources, and ensure alignment with business goals. Its cloud-based nature ensures scalability and accessibility, making it a popular choice among modern businesses.

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