Tool
Freshservice
Certified Version:
2022.R02L.01
The software solution at a glance
Our offering, Freshservice, is the award-winning ITSM product from Freshworks, a global multi-product company with over 25,000 business customers worldwide. Our goal with Freshservice is to modernize IT and other business functions with a refreshingly user-friendly, easy-to-configure IT service desk solution. It is a cloud-based platform used to manage IT incidents and enterprise-wide service requests. IT managers and admins can use Freshservice to provide the best possible support to their end users.
The Freshservice IT Service Management solution follows ITIL guidelines and best practices with a simple, refreshing and intuitive user experience, bringing ITIL processes such as incident, service request, problem, project, change and release management directly into a service desk. All of these processes revolve around IT assets deployed in a robust CMDB to manage your configuration items (CIs). Freshservice also lets you publish your solution articles to the knowledge base, which is hosted in the cloud. Freshservice strives to make IT support fun, with its gamification system to keep support agents motivated and productive. Freshservice is a product based on Freshworks’ experience in delivering user-friendly omnichannel support solutions. You benefit from an ITSM solution that puts the customer first and is easy to configure and maintain.
Certifications
Certified Practices
- Availability Management
- Change Enablement
- Deployment Management
- Incident Management
- Information Security Management
- Knowledge Management
- Measurement & Reporting Management
- Monitoring & Event Management
- Problem Management
- Release Management
- Service Catalogue Management
- Service Configuration Management
- Service Level Management
- Service Request Management
Licensing Models
- Named user license
Operating Models
- Public Cloud (Deutschland)
- Public Cloud (International)
Available languages
- English
- French
- German
- Spanish
- more
Where is the software used? - References
Our ITSM solution is used by global brands such as Chargebee, TaylorMade, NHS Western Sussex Hospitals, VICE Media Group, Ring Central, Wake Forest University and many others.a
Always up to date - training courses
Freshworks believes that training is one of the key factors to increase the adoption of the tool. After identifying [customer name]’s training needs, the Freshworks implementation team creates a training plan. Training is customized based on the helpdesk portal (post-Freshdesk implementation). All supporting materials and training resources are provided as part of the package; apart from the in-product first time suggestions such as setting up support channels and navigating within the tool. We have a wealth of training resources available online to ensure our customers get the help they need throughout their Freshworks journey. Starting with setting up the tool and ending with how to best manage it. The Freshworks Academy provides training materials for all types of stakeholders using the tool (agents, administrators, and end users). Additional support, such as video tutorials and knowledge-based solution articles, can also be used by our customers to get the solution they need. We also have an active community forum where our customers can share feature requests, ideas and issues with other customers and our product team, which are reviewed and provided with updates/solutions by our product team.
Do you need help? - Support
Freshworks provides high quality standard support to all customers and there is no additional cost for support. Freshservice support team works 24*7 and you can reach Freshservice technical support team via email (24×7), phone (24×5), chat (24×7) and portal (24×7); all support contact coordinates are available on our support website. We provide ongoing support and maintenance for all elements of the Freshservice instance. This includes 24×7 technical support to fix any customer issue or answer any customer query. This means that Freshservice provides the first level (L1) to the fourth level (L4) of support.
Manufacturer
Freshworks GmbH
Alte Jakobstraße 85/86
10179 Berlin
Germany
YOU NEED HELP WITH TOOL EVALUATION?
Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.