Enterprise-grade IT service software

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IT Service Management
AI Agents and Assistants
IT Asset Management
IT Operations Management
Enterprise Service Management

IT Service Management

Deliver exceptional employee experiences and superior support with an AI-powered service desk that offers easy setup, quick drag and drop workflows, and unified view for enhanced context.

Incident management

Auto-route incidents, get AI assistance, and generate incident reports in seconds. Resolve faster and improve IT efficiency and resiliency.Learn more

Change management

Automate change control, assess impact with CMDB, track progress visually, and stay compliant through every stage.Learn more

Problem management

Manage problems proactively with AI insights, linked incidents, and timeline-based root cause analysis for continuity.Learn more

Omnichannel support

Support employees across channels like email, portals, Slack, and MS Teams, while agents manage all conversations through a unified view.Learn more

Service catalog

Streamline service delivery with a unified catalog and self-service portal that makes it easy for employees to request help.Learn more

Knowledge management

Empower employees with an AI-driven, centralized knowledge base that reduces agent load and improves content with usage insights.Learn more

SLA management

Create custom SLA policies, auto-escalate priority tickets, and track performance to stay compliant and avoid service delays.Learn more

Project management

Plan, track and manage projects with clarity and control. Collaborate seamlessly across teams, align on goals, and deliver outcomes on timeLearn more

Workflow automation

Automate tasks with no-code workflows, orchestration, and Machine Learning to streamline approvals, requests, and incident resolution.Learn more

Freddy AI

Scale up and accelerate service delivery with ready-to-use, enterprise-grade AI that boosts agent productivity, improves employee satisfaction, and unlocks insights for decision-makers.

Freddy AI Agent

Deliver 24/7, personalized support with Freddy AI Agent on Slack and MS Teams to free up agents for more complex tasks.Learn more

Freddy AI Copilot

Enable faster, smarter support with Freddy AI Copilot to draft responses, summarize tickets, and build help content.Learn more

Freddy AI Insights

Uncover trends and get actionable insights with Freddy AI Insights to improve performance and guide smarter decisions.Learn more

IT Asset Management

Unify asset visibility, service dependencies, and configuration data across your hybrid infrastructure, giving teams the context they need to make smarter decisions, resolve incidents faster, and keep services running reliably.

Asset Lifecycle Management

Track, manage, and optimize assets from procurement to retirement. Maintain accurate inventory, monitor usage, and ensure compliance to keep your team audit-ready and in control of IT spend.Learn more

Advanced Discovery

Auto-discover and track IT assets across on-prem, cloud, and hybrid environments to maintain an accurate, audit-ready inventory, and free your team for higher-value work.Learn more

Configuration Management Database

A continuously updated CMDB maintains accurate asset, application, and service relationships through automated discovery and mapping. Learn more

Dependency Mapping

Visualize how apps, services, and infrastructure connect for a clear view of your IT environment to plan changes confidently and resolve incidents faster.Learn more

IP Address Management

Manage IPs and network dependencies to avoid conflicts, simplify expansions, and ensure reliable connectivity.Learn more

Purchase Order Management

Centralize purchase requests, approvals, and orders to maintain visibility, governance, and control across the IT procurement lifecycle.Learn more

Contract Management

Centralize contracts and licenses, automate renewals, and track expirations. Stay compliant and control costs across vendors.Learn more

Hardware Asset Management

Track hardware from request to decommissioning to gain the unified governance and visibility required for modern, controlled spend across the estate.Learn more

Software Asset Management

Discover and manage installed software, optimize license usage, and consolidate vendor data to improve compliance and control software spend.Learn more

SaaS Management

Track and manage SaaS applications across your organization to control spend, eliminate redundancies, and stay compliant with complete visibility.Learn more

IT Operations Management

Ensure uptime and improve business resilience. Track service health, consolidate alerts, and remediate issues proactively.

Alert management

Consolidate alerts into a single view, reduce noise with AI assistance, and act faster using automated workflows.Learn more

On-call management

Ensure 24/7 coverage with automated escalations, flexible on-call setups, and real-time communication for quick response.Learn more

Major incident management

Protect your business with fast, coordinated major incident response using automated escalations and streamlined collaboration.Learn more

Service health monitoring

Gain visibility into service health, track dependencies, and detect root causes to deliver high-quality, SLA-driven operations.Learn more

Status page

Notify users in advance, prevent ticket spikes during outages, and showcase transparency with a branded status page.

Enterprise Service Management

Empower service teams across the enterprise—IT, HR, Legal, and more—to deliver exceptional employee experiences with AI-driven support, secure workspaces, and seamless workflow automation.

Workspaces

Set up secure workspaces for each department, enabling autonomy in service management with centralized oversight.Learn more

Journeys

Streamline employee transitions like onboarding, offboarding, and relocations with an intuitive, flexible interface for automating cross-functional workflows. Learn more

Document management

Automate employee document requests using custom templates and simplify signing with secure electronic signatures.

Support portal

Simplify service requests with a unified portal and catalog while enabling self-service and visibility into service usage.Learn more

Workflow automations

Extend automation beyond IT to streamline HR and other business tasks like onboarding, access requests, and password resets.Learn more

Knowledge base

Create a centralized knowledge base to enable self-service, reduce agent workload, and generate help articles with AI.Learn more

Leverage the full power of the Freshworks Platform

Analytics

Build custom reports and dashboards with ease, enabling teams to track performance and extract insights without writing code.Learn more

Sandbox

Set up sandbox environments to test changes and train users safely without disrupting your live setup.Learn more

Mobile App

Resolve tickets on the go and boost productivity with the Freshservice mobile app for users and agents.Learn more

Marketplace

Explore and install apps from the Freshservice Marketplace to extend functionality and streamline workflows easily.Learn more

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Frequently Asked Questions

What are the core features of Freshservice ITSM?

Freshservice offers incident, problem, change, and asset management; service catalog; workflow automation; configuration management (CMDB); self-service portal; and extensive reporting. It provides seamless integrations and AI-powered automation for a modern service management experience.

How does Freshservice support incident, problem, and change management?

Freshservice streamlines incident, problem, and change management with structured workflows for logging, categorizing, and resolving issues. It identifies root causes, manages change approvals, and uses automated escalations and real-time tracking to minimize disruptions and ensure swift resolutions.

Does Freshservice offer native asset management capabilities?

Yes. Freshservice includes built-in IT asset management. It supports automated asset discovery, lifecycle tracking, inventory management, contract tracking, and integration with other ITSM modules for unified operations.

What features make Freshservice suitable for enterprise IT teams?

Freshservice is ideal for enterprise IT teams, offering features such as workflow automation, low-code customization, and enterprise-grade security. It also offers integrations with tools like Slack and Microsoft Teams, multi-location support, and advanced reporting, ensuring scalability and control for large-scale operations.

What Freshservice features support ITIL best practices?

Freshservice aligns with ITIL via modules for incident, problem, change, and asset management, SLA tracking, knowledge base, service catalog, and workflow automation, enabling organizations to maintain compliance and drive continual service improvement.

Can Freshservice be used by non-IT departments, such as HR or Facilities?

Yes. Freshservice’s service management capabilities extend to HR, Facilities, Legal, and Finance departments. These departments can create custom service catalogs, automate workflows, and simplify internal requests through personalized portals and reporting.

What types of reports and dashboards are available in Freshservice?

Freshservice offers customizable reports and real-time dashboards that cover tickets, SLAs, agent performance, asset status, change success rates, and service trends. Its advanced analytics allow teams to track KPIs, operational health, and user satisfaction visually.