Unlock Your IT Team's Potential with Freshservice

The modern business world needs to keep its IT operations going. Freshservice is a powerful tool that is aimed at transforming the IT service management system with a new, modern, intuitive and powerful solution. On the one hand, you may have an ongoing request stream, SLA monitoring, or require ITIL readiness - in all cases, Freshservice will help to make your life easy and your work effective.

Under we look at the main aspects of Freshservice and how it may be used to boost the efficiency, organization and user satisfaction of your IT staff.

Incident and Request Ticketing Control

Support requests and incidents are usually managed in a more organized manner whereas you can find it difficult when you lack the appropriate tools. Freshservice does this by an ingenious set-up of ticketing that is easy and effective.

Easy Ticketing System

Generate, administer and control support tickets in a very disciplined way. The dashboard of Freshservice is centralized so that teams see active tickets, their status and their progress in real-time.

Smart Automation

Automate repetitive patterns of actions including categorization or routing using keywords, priorities or request type.

This will not only increase the response time, but will also allow your IT team to spend time solving strategic problems instead of wasting time by engaging in time-consuming operations.

SLA Management Rules and Escalation Rules

When it comes to trust and customer satisfaction it is vital to meet the Service Level Agreements (SLAs). Freshservice offers IT teams sophisticated instruments to support SLAs tracking and fulfillment.

Real-Time SLA monitoring
Establish different types of SLAs on the various types of requests, and monitor the deadlines in the form of a customizable dashboard.

Automatic Escalation Rules
Establish automatic rules to elevate severe or high-implied requests to a greater level of support in a case where an SLA is damaged.

Using Freshservice, the company ensures that no customer and/or situation are left unattended.

Asset Tagging & Device Lifecycle Tracking
Manual management of IT assets is time-consuming and often causes discrepancies in inventory. Freshservice makes this process straightforward and efficient.

Simple Asset Tagging & Management

Add and organize important assets with custom tags, storing detailed information in a single location.

Complete Device Lifecycle Tracking

Track every phase of your company’s devices, from acquisition to retirement.

This functionality helps your team accurately forecast maintenance, replacements, or necessary reviews, ensuring operational continuity.

ITIL-Compliant Workflow Setup

Compliance with ITIL (Information Technology Infrastructure Library) best practices promotes efficiency and strategic alignment. Freshservice incorporates ITIL principles into its workflow management.

• Standardized Workflow Structuring
  Organize processes such as change management, incident management, and configuration management according to ITIL standards.

• Agile Implementation
  Adjust workflows and approvals to match the specific needs of your organization.

Implementing ITIL-compliant workflows helps reduce risks and improves service reliability.

Knowledge Base & Self-Help Portals

Empowering users to solve common problems on their own reduces the volume of simple tickets your team receives.

• User-Friendly, Customizable Knowledge Base
  Build a central repository with tutorials, guides, and answers to FAQs. It's easily accessible and helps users resolve issues independently.

• Self-Service Portals for Users
  Allow users to submit, track, and update requests directly through a personalized and intuitive interface.

These portals save time, boost efficiency, and provide a better overall user experience.

Audit Log Tracking

Transparency and traceability are fundamental in modern IT management. Freshservice’s audit log tracking ensures all changes and actions are recorded.

• Detailed Activity Logs
  Monitor and analyze who made changes to configurations, requests, and assets.

• Audit-Focused Reporting
  Generate comprehensive reports to ensure compliance and make auditing processes straightforward.

These capabilities increase team confidence and simplify both internal and external investigations and audits.

Monitoring Tools Integration

The origins of IT problems usually commence even before the users realise it. Freshservice integrates easily with the common monitoring tools.

• Supported Tools
Directly in the production, plugin Datadog, new relic, Nagios etc.

• Coupons auto generated
Take automated alerts on such tools and flag them as requests or incidents in Freshservice.

This functional will guarantee timely response and solutions before any disruptions occur in the service.

Discover the Possibilities of the Freshservice Today

Innovative comprehensive solution to IT service management is provided within Freshservice. Automation, asset tracking, self-service portals, ITIL compliance, and other features of this software make management more efficient and it improves the user experience.

Learn more? Please contact us and see how you can make Freshservice work specially to your company. Change your IT strategy and evolve your operations to the new level!