Freshservice

Founded by Girish Mathrubootham in 2011

Manage IT service requests, incidents, and assets in one place

Cost

Free Trial

Rating

★ People love it

Time to value

Quick Setup (< 1 hour)

You can use Freshservice to handle IT helpdesk operations including logging and tracking support tickets, managing incidents, and keeping tabs on IT assets. It lets IT teams set up service catalogs, automate repetitive tasks, and handle change management. The tool is designed for internal IT departments to respond to employee requests and maintain service levels. It also includes reporting features to track team performance and resolution times.

What Freshservice does

Create and assign support tickets to IT team membersSet up automated escalation rules for unresolved ticketsBuild a service catalog with standard IT request formsTrack hardware assets and assign them to specific employeesGenerate SLA compliance reports for IT leadershipConfigure approval workflows for software purchase or access requestsSend automated status updates to employees when their ticket progressesMerge duplicate tickets about the same issue into oneAutomatically routes incoming tickets to the right team or agentTracks all IT assets including hardware and software from one dashboardLets employees submit requests through a self-service portalSupports ITIL-based change management workflowsIncludes built-in SLA management with breach alertsAllows creation of canned responses for common issuesProvides reports on ticket volume, resolution times, and agent performanceAutomates repetitive tasks like ticket assignment and escalation