Freshservice is a plug and play ITIL service desk on the cloud. Completely integrated with Google Apps, it puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and has been built to be extremely user friendly. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud. Freshservice empowers users to fix most issues on their own to reduce workload on agents. Agents can keep track of assets and dependencies easily to foresee change impact. Problems and incidents can be recorded and addressed with minimal fuss. Freshservice also introduces agents to the the fun side of IT management with the gamified Freshservice Arcade. Watch your team’s productivity go up as they compete with each other to resolve tickets and solve problems as fast as they can.
Forget age-old ITIL software; they are too much of a fuss to handle. Freshservice has been designed to give you the advantages of both SaaS and Cloud, turning your focus to things that matter most. And remember that ITIL is not just about recording and tracking incidents any more. It’s about speed and efficiency. And most importantly, usability. Which is why Freshservice was built from the ground up with robust automations, gamification, and an extreme focus on usability.
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a) Push notifications to alert agents to new tickets & any updates on their tickets, enabling agents to manage their tickets quickly & keep response times low.b) Respond to tickets, assign it to agents, change its priority and due date, mark it as spam or send them to trash right from your phone.c) Stay on top of tickets that matter the most with 9+ default views and unlimited custom views. Choose whether you want to solve the newest problem first or the most urgent one.d) Create new tickets, choose scenarios to execute and log times spent on a ticket on the fly. Take your support desk everywhere you go.e) Insert canned responses when needed and attach files as necessary, directly from your device .f) Add private notes that only other agents can see, forward tickets, or just stay in the loop as a ‘watcher’.g) Search your list of users or the right solution in your knowledge base for a question or for that one ticket that you know has popped up earlier somewhere.h) Get a quick overview of your help desk with a summary of open tickets, overdue tickets, and tickets due today.i) Requesters can access the service catalog and even place and track service requests on the go.j) Quickly update new assets to the CMDB using the barcode/QR code scanner.k) Update all the details for assets from the mobile app.l) Let agents and end users log in easily using Active Directory SSO or SAML.m) Share tickets via common IM apps.n) Reduce undue workload by merging similar tickets.
“I was looking for an IT focused ticketing system that was cloud based, easy to use, and has integrations that tie into my other services. Freshservice delivered on all fronts and instantly has my business running more efficiently.” Jon TaylorBayon Consultants
“We spend 80% of our time supporting internal customers. Freshservice helped us setup our helpdesk in less than an hour, with no infrastructure and no risk “
Claus RasmussenBelville Rodair
“Their support has been knowledgeable, friendly, and great to work with” Adam DarackTown of Edgartown