Company web page: https://www.freshworks.com

Freshservice is a cloud-based IT Service Management (ITSM) and Enterprise Service Management (ESM) platform developed by Freshworks. The solution focuses on automating IT service management processes and building a modern digital workplace. Freshservice helps organizations increase IT department efficiency, reduce response times to incidents and requests, unify service management practicess across the organization and provide a convenient system of interaction between employees and IT and business teams.

With its intuitive interface, flexible configuration, and support for ITIL best practices, Freshservice is equally suitable for mid-sized companies and large enterprises. Combined with other Freshworks products and integrations with external systems, Freshservice becomes the centerpiece of a unified ecosystem for service management and digital operations (ServiceOps).

Key Capabilities of Freshservice

• Incident and request management
  Automatic ticket creation, routing, and prioritization.
• Self-service portal
  A user-friendly interface that allows employees to create requests, access the knowledge base, and interact with IT without requiring direct specialist involvement.
• Freddy AI
  An intelligent virtual assistant built into Freshservice for automating request handling, forecasting workloads, routing tickets and providing instant answers to users. Freddy AI reduces pressure on IT staff and speeds up resolution of common issues.
• Change and release management
  Transparent approval workflows and controlled rollouts to minimize risks and downtime.
• Problem management
  Root cause analysis and prevention of recurring incidents, reducing the impact of problems on business operations.
• Workflow automation
  The built-in Workflow Automator enables configuration of complex processes without coding, including approvals and integrations.
• IT Asset Management (ITAM)
  Centralized tracking of hardware and software assets, license management, lifecycle monitoring, and CMDB integration.
• ServiceOps support
  Integration with monitoring systems, DevOps tools, and CMDB to combine service and infrastructure data into a single platform.
• Analytics and reporting
  Dashboards for CIOs, SLA tracking, and workload forecasting to support data-driven decision-making.
• Integrations
  A wide range of prebuilt connectors and open APIs for integration with external systems such as CRM, ERP, DevOps, and cloud platforms.

Business Benefits

• Faster response to incidents and service requests.
• Higher user satisfaction and service quality.
• Reduced costs through automation of routine processes.
• Scalability and readiness to grow with the business.
• Compliance with ITIL best practices and regulatory requirements.

Conclusion

Freshservice is a modern cloud ITSM solution that enables organizations to manage IT services faster, more efficiently, and with greater convenience. The platform combines automation, analytics, asset and service management, a self-service portal, and Freddy AI, providing a solid foundation for digital transformation and building a mature ServiceOps model.

‍Synta is a Freshworks' Authorized Reseller and Service Partner. We implement and support Freshworks solutions (Freshservice, Freshdesk, Device42) for companies in Kazakhstan and other countries. Our services include integration with on-premises and cloud systems and ongoing support to help customers establish transparent infrastructure management, control risks, and boost ServiceOps and DevOps practices.

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