FRESHSERVICE General Presentation

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.

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.

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.

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.

Service Catalog

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

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.

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.

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.