Freshservice for

IT teams

Make support available in employees' channels of choice

Streamline ticket creation, updates, and related actions with the foundational bot on MS Teams and Slack

Provide a single, unified solution for employees to access support

Restore a service to normal as quickly as possible with complete records

Maintain a repository of help articles to common, recurring employee issues and deflect tickets

Create and assign tasks for tickets, problems, changes or releases to ensure accountability and improve collaboration

Offer agent access on a need basis to efficiently manage work

Collect user feedback to improve customer satisfaction ratings

Enforce multiple SLA policies for tickets based on departments or groups

Make requesting for services easier by setting up a shopping like catalog experience

Create multiple support portals for different clients and manage all client tickets from a single solution using the MSP mode

Identify problems quickly and prevent disruptions in services through effective problem management

Plan and manage changes with Change Advisory Board (CAB), change calendars and proactively assess business impact

Auto-assign tickets to the right agents based on their availability and workload.

Plan releases by documenting the build and test plans from beginning to end

Optimize team workload and get quick insights on agents' workload to efficiently allocate and manage work

Measure user experience in real time before CSAT drops with a unified reliability, quality, and effort score

Create an out-of-the-box environment to test out configurations selectively before syncing them to your Freshservice account

Keep track of all the changes that take place under the Admin section of your service desk

AI agents that resolve end-to-end queries on chat and messaging apps in 40+ languages

Bring Freddy AI to where your teams already work across Microsoft Teams, Slack, your service portal, for seamless support anywhere.

Break down knowledge silos with AI-powered search across your service data and enterprise sources like SharePoint, Confluence, and Google Drive to find the right information instantly.

Craft high-quality, multilingual replies in seconds with AI that suggests responses, refines tone, and helps agents communicate clearly across channels

Save time and improve clarity with AI that automatically generates ticket summaries, resolution notes, and incident reports—capturing the essence of every interaction in seconds

Accelerate problem-solving with AI that identifies similar tickets and related changes — helping agents resolve issues quickly and accurately using proven solutions

Enrich every ticket with AI-powered field suggestions and real-time translations, helping agents work smarter and resolve issues faster across languages

Streamline knowledge management with AI that drafts help articles and surfaces the most relevant content in context — turning every interaction into a smarter knowledge opportunity

Accelerate resolution with AI that surfaces root cause analysis and next steps directly within the ticket, helping agents move from understanding to action instantly.

Surface insights, uncover patterns, and proactively diagnose issues and their root causes — so teams can act faster and make smarter decisions, every time

Deliver custom insights that are contextual and actionable—empowering every team and role to achieve their organization’s unique goals

Get a unified, AI-powered view of service performance with summaries, trends, and root cause insights, so leaders can quickly understand what’s changing and where to act.

Generate charts and trends instantly with simple text commands, and build comprehensive dashboards effortlessly.

Ensure 24*7 agent coverage by automating escalation across time zones & geographies on modern notification channels

Automate, simplify, and streamline cloud operations with built-in integrations from providers like AWS, Azure, VMware, and GCP

Pipe in alerts from monitoring tools on a single pane of glass, minimize noise, and automate conditional actions

Define and track business & technical services, map interdependencies, and gauge incident impact at a glance

Nurture trust by proactively updating end-users about service degradation, outages, & scheduled maintenance

Minimize the business impact of major incidents by driving an immediate response without any tool switching

Pay lesser for non-IT teams like HR, Facilities, Finance, Legal and more

Provide controlled administrative autonomy and data privacy to different departments

Simplify employee departures with pre-configured workflows that automate cross-functional task delegation, asset and software de-provisioning, and more

Automate document generation and e-signing with customizable, pre-loaded templates, empowering employees to resolve their document needs instantly

Streamline critical employee transitions such as onboarding, offboarding, relocations, transfers along with other cross-functional workflows

Send documents for e-signature by adding signature placeholders to templates. No prior e-sign provider contract needed; this works out-of-the-box

Get a complete overview of your service desk performance and drill deeper with filtered views

Create custom reports for all service desk scenarios, use advanced filters, group data based on your attributes of choice, and schedule reports

Track key metric improvements with AI Copilot

Analyze and report on AI agent's deflection and usage metrics

Automate processes – including multi-approval workflows – with a simple drag-and-drop interface. Use Workflow Execution Logs to monitor automations

Respond faster to tickets with a collection of pre-written responses

Organize tickets with tags for efficient tracking

Gamify the service desk and boost agent engagement

Distibute tickets evenly to balance workload among agents

Schedule tickets automatically for recurring tasks

Automate manual, error-prone tasks spread across disparate tools by seamlessly integrating with third-party apps, creating a unified and comprehensive automation engine across the organization

Invoke actions to 3rd party apps using available orchestration transactions

Invoke actions to 3rd party apps using available orchestration transaction packs

Create no-code dynamic ticket forms to perform specific actions based on conditions

Track the amount of time spent by an agent on service desk tasks

Define priority based on the impact and urgency associated with an incident

Prevent duplicate efforts with live alerts for increased efficieny

Create exclusive dashboards with a customized view of KPIs and metrics to streamline your team's goals

Enhance the durability of your workflows by referencing information from a single source of truth

Simplify data synchronization and workflows with external applications using pre-built connectors

Choose the location of the data centre where you would prefer your data to be hosted

Be informed of our robust data security and privacy practices that are integral to our product engineering and service delivery principles

Allow users to access Freshservice via any internal directory like Facebook, X, Google

Enhance security by monitoring logins to your portal

Create localized versions of the support portal to cater to users across various regions

Make a support portal under your domain available to users and agents

Use your mail servers to manage incoming and outgoing email tickets

Grant agent responsibilities as per roles. Add observers to oversee designated team tickets and restrict agent action is specific groups

Design your support portal according to your brand guidelines and make it part of your organization's domain

Set up business hours to cater to various remote service desk teams to define SLAs and manage expectations

Monitor and restrict who logs into the portal via IP addresses for better security

Extend functionalities in your service management platform with integrations in the Marketplace

Access the service desk anywhere anytime with the Freshservice mobile for Android

Access the service desk anywhere anytime with the Freshservice mobile for iOS.

Perform 'RESTful' operations such as reading, modifying, adding or deleting data from your service desk, along with cross-origin resource sharing.

Create synergy between customer experience and employee experience with a seamless integration.

Exercise flexibility to run projects as needed—manage all complexities, plan and track IT initiatives well or roll out projects faster.

Create new projects with readily available templates. Clone projects to reuse tasks and workflows.

Enable transparency across your team project vision, plans and progress with modern views like gantt, roadmap, task list and group view.

Visualize progress on intuitive kanban boards and track progress as tasks move from to-do to done.

Log time spent on project tasks to give managers visibility into the effort made on each task.

Ensure all internal systems work well after a new build or change is rolled out.

Keep track or test cases and test results. Triage bugs and ship quality software on time.

Predict delays in tasks and manage timely project delivery.

Get an overview of cross-team project. Build customized reporting dashboards with minimal effort.

View important sprint metrics like velocity and predictability.

Create your own task types in addition to default types like epics, user stories, tasks, feature requests or bug fixes. Define appropriate task statuses and create custom fields within tasks.

Create custom workflows and transition rules to design a task's journey accurately from open to close.

Manage privacy access to projects for all users, seamlessly collaborate by tagging, commenting and also by including non IT stakeholders.

Learn how to make the best use of Freshservice with an exhaustive repository of solution articles.

Join the conversation and get insights from fellow users.

Get your queries addressed with round-the-clock assistance via email.

Engage in real-time conversations via our live chat channel to sort out issues.