Solution
Freshservice
The Best ITIL-compliant service management, enabling your IT staff to manage various tasks and requests from a single platform with automated workflows.
Freshservice - The Best ITSM Solution You Need
Centralized Ticketing System
All requests and tickets are consolidated into a single platform, ensuring timely responses and a seamless support experience.
Improved Employee Satisfaction
Without a good ITSM tool, it's not easy to prevent recurring common problems and keep your team productive.
Increased IT Agent Productivity
Automation of routine tasks (ticket routing, assignment, and escalation) allows agents to respond to incidents more quickly and efficiently.
Scalability and Flexibility
Customizable workflows and integrations allow you to accommodate growing workloads without compromising performance or service quality.
What makes Freshservice so special?
Enterprise Employee IT service desk
- Optimize internal processes and improve overall operations.
- Self-service desk allows users to submit request, apply for various needs, view knowledge base articles, and check on review progress.
Incident Management
- Allow agents to track incidents in a single view to speed up responses and resolutions.
- Save time with drag-and-drop automations to help deliver faster incident solutions on defined SLAs.
Change Management
- Manage the entire change lifecycle from planning, advisory board review to rollout in a single platform.
- Automate change approvals and notifications to agents and end-users alike about any event related to a change.
Service Catalog
- Visualize the software and hardware assets/service items that can be applied for, and let users directly choose items by adding to the cart.
- Respond and solve problems quicker, reduce downtime, and deliver a superior employee experience through robust workflows.
Knowledge base
- Organize internal information for easy access by building a knowledge base with folders for company workflows, software guides, FAQs, and more.
- Empower employees to resolve common issues quickly on their own, freeing up service IT agents for more complex tasks.
Multi-channel support
- Provide users with higher convenience and flexibility.
- In addition to the front-end, users can also submit tickets from Email, Slack, and Teams, and the needs of each channel can be integrated into the back-end.
Workflow automation
- Substantially reduce the human work of processing specialists.
- Create standard templates for agile or waterfall projects that allow your team to automate project schedules to increase efficiency.
- Design various automated processes in a drag-and-drop manner, and automate most of the manual work through trigger conditions.
More Features of Freshservice
IT Asset Management (ITAM)
Contract Management: Centralize vendor contracts, leases, and licenses to track spending, optimize software usage, and never miss a renewal or expiry.
CMDB and Discovery Capabilities: Automatically discover and track asset information, and easily link them to incidents, requests, problems, changes, or projects.
Saas Management: Gain full visibility into your SaaS usage using direct integrations with all your SaaS applications and identity providers in a single pane.
IT Operations Management (ITOM)
Alert Management: Streamline IT issue resolution with centralized alerts, automated triaging, noise reduction, and real-time monitoring.
Orchestration Centre: Automate repetitive tasks and integrate with top cloud providers like AWS, Azure, and VMware to automatically discover and track your cloud resources and dependencies.
Integrated Operations and Service Management: Track the health of your technical services and view complete incident alert history.
Project Portfolio Management (PPM)
Integrated Project Management: Create and manage project tasks alongside incidents, service requests, problems, and changes right within Freshservice.
Agile and Waterfall Projects: Visualize your backlog effortlessly and distribute tasks efficiently across your team.
Project Analytics: Get actionable insights and reports to assess performance and track team progress.
Enterprise Service Management (ESM)
Employee Onboarding: Streamline onboarding processes with employee onboarding kits to make it easier for teams like HR to onboard new employees to different departments.
One Solution for All: Modernize the employee experience for IT, HR, finance, facilities, and more with a unified solution.
Pricing Plan
Includes
- Incident Management
- Knowledge Base
- Self-Service Portal
- SLA Management
- Workflow Automator
- ServiceBot on Microsoft Teams & Slack
- Orchestration
- Access Controls
- Basic Analytics
- Multiple Portal Languages
- Custom SSL
- 1,000 Orchestration transactions/month/account
Everything in ‘Starter’ and…
- Service Catalog
- Asset Management (Includes 100 managed assets)
- Purchase Order Management
- Employee Onboarding
- Portal Customization
- MSP Mode
- Multiple SLA Management
- Approval Workflows
- Business Hours & Rules
- 2,000 Orchestration transactions/month/account
Everything in ‘Growth’ and…
- Problem Management
- Change Management
- Release Management
- Project Management
- Software License Management
- Contract Management
- Alert Management
- Advanced Analytics
- Team Dashboards
- IP Range Restrictions
- 5,000 Orchestration transactions/month/account
Everything in ‘Pro’ and…
- Freddy AI Agent
- Sandbox
- Audit Logs
- 20,000 Orchestration transactions/month/account
Freshservice + Device42: See Your IT Like Never Before
Fueled by advanced ITAM and its built-in Configuration Management Database (CMDB), Freshservice + Device42 delivers complete visibility into all your Configuration Items (CIs)—from applications to cloud environments—seamlessly enhancing workflows, speeding up resolution times, and minimizing change risks by instantly showing critical relationships and impacts across your entire hybrid IT.
Improvement in Mean Time to Resolution (MTTR)
Faster Compliance & Audit Readiness
Reduction in Data Center Costs
Return on Investment
Master Concept - Freshworks' Authorized Reseller
Master Concept is the first Freshworks reseller in Hong Kong, Taiwan, Malaysia, Singapore, and China. As Freshworks’ authorized reseller in the APAC, we help enterprises streamline and optimize their service delivery workflows.
Freshworks is not only a SaaS with the most Gartner five stars comments, but also highly recognized by many renowned brands in the world.
