About Freshservice
Freshservice is a cloud-based IT service management (ITSM) software provided by Freshworks. It offers a range of features and capabilities to help organizations streamline their IT service delivery and support processes. Here are some key aspects and functionalities of Freshservice:
Ticketing System: Freshservice provides a robust ticketing system that enables IT teams to efficiently manage and track customer requests, incidents, and issues. Tickets can be created via various channels such as email, web portal, or phone, and they can be assigned, prioritized, and escalated as needed.
Asset Management: The platform offers comprehensive asset management capabilities to keep track of hardware, software, and other IT assets within the organization. It helps in maintaining an accurate inventory, tracking asset details, managing contracts, and scheduling maintenance tasks.
Self-Service Portal: Freshservice includes a self-service portal that allows end-users to submit and track their service requests, access knowledge base articles, and find solutions to common IT issues. This empowers users to find answers and resolve problems on their own, reducing the dependency on IT support.
ITIL Framework: Freshservice aligns with IT Infrastructure Library (ITIL) best practices, providing a structured approach to IT service management. It supports key ITIL processes such as incident management, problem management, change management, and service level management.
Automation and Workflows: The software offers automation capabilities to streamline repetitive tasks and workflows. It allows for the creation of automated workflows, triggers, and notifications, improving efficiency and reducing manual efforts.
Reporting and Analytics: Freshservice provides built-in reporting and analytics tools to track and measure key performance indicators (KPIs) and service metrics. It offers pre-built reports and customizable dashboards to gain insights into ticket volumes, response times, customer satisfaction, and other ITSM metrics.
Integrations and APIs: Freshservice integrates with various third-party applications and tools to enhance its capabilities and extend its functionality. It offers integrations with popular solutions such as Jira, Slack, Microsoft Teams, and more. Additionally, it provides APIs for custom integrations and development.
Mobile Apps: Freshservice offers mobile apps for iOS and Android devices, allowing IT teams and end-users to access and manage service requests on the go.
