All that you need for
proactive IT service management

Bridge the gap between IT and the business

Set up an IT system that’s simple, efficient, runs like clockwork and is completely personalized to your company’s needs.

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Incident Management

Let users raise tickets via email, self-service portal, phone, or in person. Track, prioritize, assign, and automate resolution processes to drive service desk efficiency.

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Knowledge Management

Create solutions for your incidents, automatically convert it to knowledge base articles, and improve productivity by responding to similar requests with canned responses.

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Automation

Set up simple automation functions as well as leverage the built-in capabilities to handle all your manual efforts. Prioritize, categorize, assign and close tickets, send for approvals, and notify agents and users automatically.

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Team Huddle

Start a conversation with your teammates from within a ticket. Collaborate better with a simple chat-like UI – highlight ticket information, tag a fellow agent or reply to a message.

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SLA Management

Set multiple SLA policies for creating task deadlines based on different business hours or ticket categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.

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Service Catalog

Offer multiple services for different departments through the user-friendly service catalog so users can place and receive requests in no time.

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Self-service Portal

Enable users to look up solutions from the knowledge base even before raising tickets for their issues, and let them raise requests directly from the support portal that can be customized reflect your brand's identity.

Standardize processes and service delivery with an ITIL-aligned setup

Intuitive systems that automate mundane tasks, let you plan and track effectively, and keep the whole team on the same page.

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Problem Management

Isolate problems, link it to existing or past incidents, perform root cause analyses with Freshservice's timeline of events, and minimize disruptions to the business.

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Release Management

Plan releases by documenting the build and test plans, set start and end dates to update team members by creating announcements in your Freshservice account.

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Change Management

Plan, rollback changes at a few clicks and let relevant members evaluate and approve changes. Analyze and mitigate risks by assessing new changes before it's rolled out.

Collaborate and align to business goals

Streamline individual and team workflow and easily collaborate with teammates and across teams in real-time.

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Task Management

Manage projects by organizing them into tasks and nested subtasks, and easily assign them to individual owners. Collaborate and discuss, attach files for context, view dependencies, and use the activity log to monitor progress.

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Integrated ITSM Platform

Track and manage all your assets, tickets, and changes within the single system of your service desk. Plan projects better with integrated modules, and manage all their dependencies and relationships from the single window of your portal.

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Real-time Project Dashboard

Gain complete visibility into all your projects at a glance with our simplified dashboard that shows real-time progress. View all the details you need, keep track of the project timeline, and be notified of deadline violations with our tracking indicator.

Take complete control of all your IT and non-IT assets

With a wide range of tools, your teams can now easily manage customer calls and collaborate with internal teams in a more organized manner.

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Inventory Management

Keep track of all your IT and non-IT assets in stock or in use. Be it contracts, hardware, software, and other configuration items, evaluate their values, and plan purchases with up-to-date information of all assets.

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CMDB/ Configuration Management

Maintain a complete repository of all the assets in the organization with in-depth visibility into how they are connected to each other. Easily identify critical assets, and analyze the impact of incidents and changes.

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Contract Management

Maintain a record of contracts with third-party vendors and be notified about expiries and approvals with the Contract Scheduler.

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Asset Auto-discovery

Identify all the assets in your organization using the Discovery tools that automatically scan for all hardware and software and periodically update the asset information as well.

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Asset Lifecycle Management

Manage and track all your assets in a single view from anywhere, through all phases – be it procurement, maintenance, depreciation, or disposal. Get a timeline of all events at a glance.

Comprehensive analytics to help you make informed decisions

Advanced metrics give you constant insight that lets you improve performance, identify problems, and plan based on successes.

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Out-of-the-box Reports

Generate pre-defined reports for incidents, changes, and assets using various filters, or choose from our curated reports. Easily identify bottlenecks, plan your purchases, and schedule reports to be shared.

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Cross-Module reports

View reports based on their impact, group, type, association, or department to easily monitor service desk performance, identify problems, and make decisions within the business.

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Natural Language Querying

Ask questions about your service desk data instantly using the Natural Language Querying engine. Build custom visualizations, add filters, and even ask questions using a search bar. No training required.

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Custom Reports

Easily organize yours insights into tailored reports to stay on top of SLAs and service desk performance. View real-time data as presentations or schedule periodic email reports.

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Interactive Visualizations

A data visualization engine automatically recommends the optimal way to present your data. Alternatively, you can browse interactive visualizations with Smartboards. Easily break down insights, plan better, and improve your performance.

Extensions

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APIs

Effectively engage with prospects with smart email insights and integrated telephony.

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Gamification

The exclusive integrated game mechanics transform your internal service desk.

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Integrations/Apps

Freshservice's array of third-party integrations let you use your favorite apps to manage your service desk.

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Security

Ensure only employees can sign in to your service desk by whitelisting specific IP addresses. We extend our policies to physical, application, data, operational, and regulatory compliance.

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Mobile Apps

The iOS and Android apps let you provide end-to-end support within teams, view daily tasks, and remotely manage incidents, changes, service requests, and assets.