The New Gamified IT Service Desk Will Enable Businesses Deliver Awesome Support to Employees
January 21, 2014
Freshdesk Inc., a leading provider of customer support software, today announced its entry into the IT Service Desk market, with the launch of Freshservice, a cloud-based service desk solution for businesses to deliver awesome internal IT support.
While traditional on-premise applications come with hefty price tags, Freshservice helps IT admins focus on boosting service levels right from day one without having to worry about installation or maintenance procedures. Since Freshservice is a cloud based solution, agents can logon to troubleshoot issues that need their attention from anywhere in the world.
Freshservice is available in three tiers - the Sprout plan is free for three agents, while the Blossom plan comes at $29/agent/mo and Garden at $49/agent/mo. Since Freshservice is ITIL compliant, IT staff can instantly set up best practices for service management, without hiring a third-party consultant. Businesses using Freshservice can leverage integrated game mechanics to motivate their support staff. IT admins can climb up a leaderboard and win trophies based on how quickly they resolve internal issues.
"We’ve been in the helpdesk space for several years now, and if there’s one thing we’ve learned, it’s the fact that IT Support is a thankless job and Support staff have to deal with a lot of frustration and negativity on a daily basis. We aim to put some fun back into IT support by turning it into a game" said Girish Mathrubootham, CEO, Freshdesk. "While existing IT service solutions target larger enterprises, we’re looking at reaching the mid-market with our new offering."
Besides support for default ITIL processes like incident, problem, change and release management, Freshservice has an integrated asset discovery application that automatically keeps information about resources up to date, and a CMDB that provides a centralized means to manage device configurations and measure their impact inside an organization.
"We spend 80% of our time supporting internal customers. Freshservice helped us setup a helpdesk in less than an hour, with no infrastructure and no risk. It made us focus 100% of our attention on our users instead of 'keeping the lights on.’" said Claus Rasmussen, Director of IT and Communication at Bellville Rodair International.
"I see more and more organizations adopting ITIL for their helpdesk solutions, and I also see those organizations adopting cloud-based solutions for internal applications. The market for cloud-based, internal applications is barely getting started and I expect it to be a heavy demand in the next few years," said Esteban Kolsky, Independent Analyst on Customer Strategies and founder of thinkJar.
Freshdesk Inc. is a leading provider of customer support software in the SaaS market. Their flagship product allows organizations to support customers through emails, phone calls, websites, forums and social media channels. Freshdesk is headquartered in Walnut, California and has a development center in Chennai, India. For more information, please visit https://freshdesk.com , http://blog.freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.