What is Freshworks Services?
Freshservice is a cloud-based IT Help Desk and a service management solution that enables organizations to simplify their IT operations. Freshservice offers features that include a ticket system, self-service portal, and knowledge base. Freshservice also provides a mobile application for both IOS and Android which allows the IT administrators to service the customer’s requests remotely.
Freshservice Provides ITIL-ready components that help administrators manage assets, incidents, problems, and also changes and releases.
The asset management component in fresh service helps the organization exercise control over its IT assets. Software/hardware assets can be added, tagged, tracked, or delinked, ensuring asset availability or visibility, and awareness.
Freshservice also offers a gamification module called ARCADE, which enables the module for IT agents to score points and gamify IT-related tasks. Freshservice allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk.
Freshservice is available on an annual subscription basis which includes support via email and phone. Freshservice is also a prevention solution system that can be applied in any corporate scenario, including ones where a ticketing desk is already in place.
Freshservice is affordable and welcomed at any stage of the company or the user’s market operation. It also serves a few local customers per month or thousands of them worldwide.
Freshservice worlds around changes roll back and risk analysis, and that is how it prevents approximately 80% of all IT issues. From a technician’s perspective, this means investing at least 50% less effort into serving customers and still getting a grasp on some excellent satisfaction rates.
How does fresh service enhance customer support?
Freshservice functions as a robust incident management system, serving as a central hub for customer support across various channels. It excels in swiftly connecting support teams to provide timely assistance and seamless service delivery.
At its core, Freshservice prioritizes incident management, promptly addressing issues reported by customers. Upon detecting an issue, Freshservice performs root cause analysis, categorizing it as an error while simultaneously providing customers with actionable suggestions for resolution. This proactive approach ensures that customers receive the most feasible solutions promptly, enhancing satisfaction and minimizing downtime.
Beyond incident management, Freshservice offers comprehensive change management capabilities. It facilitates the planning, tracking, and rollback of changes, providing customers with a clear understanding of the associated risks. This transparency enables businesses to make informed decisions regarding changes to their systems or services, mitigating potential disruptions.
One of Freshservice’s standout features is its ability to empower customers to prepare their own rollback plans for unforeseen incidents. This proactive measure allows businesses to anticipate and prepare for contingencies, minimizing the impact of disruptions on operations.
Additionally, Freshservice streamlines the Change Advisory Board (CAB) approval process by enabling requests to be distributed and managed directly within the platform. This integration enhances efficiency and ensures that change management processes remain cohesive and accessible.
In essence, Freshservice not only excels in incident management and root cause analysis but also empowers businesses with robust change management capabilities. By providing proactive support and facilitating transparent communication, Freshservice enables organizations to maintain operational continuity, enhance customer satisfaction, and effectively manage risks associated with changes and incidents. Its comprehensive features make it a valuable tool for businesses seeking to optimize their service delivery and support operations seamlessly.
Key advantages of freshservice
Freshservice’s rationale is to build a firm bridge between companies trying to save and customers not willing to compromise on the quality of service they’re receiving. There are some of the benefits spectrum which are:
- 24/7 Access to support – Freshservice came up with a complete cloud-hosted and hassle-free system where customers can log in at any time and from anywhere and any device, therefore freshservice automates at least half of your solutions. A number of notifications and proactive alerts will also be provided for agents not to miss prioritized issues.
- Autopilot self-service portal – One of the ways in which freshservice modernizes support delivery is by putting customer service on autopilot and providing a 24/7.
- self-service portal where customers can raise tickets, follow their status, request services, or simply browse a database of best particles to find an answer to their questions.
- Freshservice also provides an IT service catalog where both users and the developers or a company can categorize their issues in advance to save some extra time. Some of the categorized issues are:
- Access Request
- Hardware Provisioning
- Password Reset
- New Employee Hire
- Backup service
- Software Installation
- Tracking and management of assets:
Freshservice comes with a modern asset management module designed to track all of the company’s possessions from servers to basic inventory. Admins or customers can create asset lists and configure products. So that resources are allocated in the best way possible.
Once the customers or the admin confirms the positive impact of their decisions by assets, the freshservice also has software licenses and network infrastructures which are displayed on the same screen for a better understanding of the customers.
- Incident Management:
The core functionality of the freshservice is reliable incident management. There are some of the tools which are enabled to capture such on all channels the customer is using,
- Chat
- Phone Call
- Web Portal or
- Even in Person
Freshservice prioritizes and routes these tools based on their impact and urgency. At the same time, all incidents have been recorded in a database of known errors to let users and customers go back to them in the major incidents scenarios where interfaces are needed right away.
- Problem identification and management:
As there are no such things as a harmless IT issue. Certain IT uses problems may take a while to crash your helpdesk, but if the issue is not tackled in time they certainly will eventually do that.
This puts problem handling right in the center of Freshservice’s priorities. Freshservice will easily recognize and pinpoint the negative patterns and underlying problems and associate incidents with them by default.
Whenever there are issues like this the customer or the company can tackle the issues instantly and proceed by performing a comprehensive analysis, which will help the customers to detect the root cause of the hiccup, and make sure it never happens again.
All these mechanisms in freshservice are part of the system’s smart problem management automation, which requires minimal human intervention to handle and close day-to-day issues.
- Change rollback and management:
Once Freshservice is implemented, it will become your centralized hub for planning, tracking, and rolling back changes with unparalleled precision. With a few clicks, the customer will be able to analyze and mitigate all sorts of risks before they actually put your data in danger.
A unique possibility delivered by this system is to create change advisory boards (CABs) where the plans and rollbacks will be directed for approval and feedback. In this way, the customer will also ensure that everyone on the team is active and can contribute to solving a common problem.
- An integrated billing system:
Instead of making a basic billing and invoice toolkit, Freshservice makes this possible and also saves the pain of migrating data to a different system and the costs of acquiring one in the first place, instead.
the customers can track the time devoted to solving an issue, it helps to wrap up the number right away and send off a personalized bill without even opening the customers’ email account.
- All necessary integrations:
Freshservice is generally easy to connect to a variety of third-party systems, which means the customers will have little to no work for the customers to implement it in your existing software infrastructure. The list of native, premade integrations is notable long, and includes prominent names such as;
- Salesforce
- Sugar CRM
- Harvest
- JIRA
- Google apps
- MailChimp
- Olark
- Zapier
- Dropbox and more
- Free plan for small teams:
With all of the Freshservice functionality in mind, customers can freely say that Freshservice is an affordable IT service management system, with plans tailored to meet all business sizes Freshservice also gives an excellent free trial that allows users to examine what it can do.
Freshservice also makes the system an even better alternative for startups and small teams are the sprout plan which 3 users get to run for free. The freshservice plan delivers management of 100 fixed assets, all incident management capabilities, and a fully featured self-service portal and knowledge.
- Reliable Support:
Freshservice is well known for its reliable customer support. Despite the no-brainer interface, you can get your head around in minutes, freshservice makes sure the customers will have access to a knowledgeable team of technicians who can be accessed at any time via phone, email, live chat, or dedicated tickets.
On the freshservice website the customers will find a knowledge base full of articles and useful materials, and also the customers can also visit their youtube channel for entertaining video tutorials.
- Availability in several languages:
Freshservice is available to use in several languages other than English which are Spanish, Portuguese, French, German, Italian, Russian, Polish, Dutch, Swedish, and Castellano.
Disadvantages of freshservice:
Freshservice is currently one of the best-rated IT support management systems in the world and there is little to be said to disapprove of its functionality. Here are some disadvantages and areas where there should be potential improvements based on customer feedback and experience.
- Scalability issues for non-premium users:
Freshservice is often regarded as a highly flexible system because freshservice allows you to customize most of its key processes and operations.
The problem that the customers face here is that developed predominantly for small and developing businesses, this system may not exactly cater to established enterprises.
- Usage oriented towards western geographies:
Even though freshservice is used all over the world and is available everywhere, it is still not available in any of the main Asian languages.
Freshservice Features:
- Intuitive Consumer Grade Service – Modernize your company’s employee engagement with integrated support channels and AI-Driven service management. Freshservice rapidly deployed a solution targeted toward fast time to value and end-user adoption.
- Incident Management – Freshservice Routes incidents intelligently and gives the company’s technicians all the tools they need to resolve incidents in a single-screen experience. Freshservice gives drive service efficiency with automation and AI.
- SLA Management – Freshservice helps you to set multiple SLA policies for different business hours or incident categories, which helps to easily resolve tickets based on priorities and automate escalation rules to communicate about SLA violations.
- Knowledge Management – Freshservice users can extend their knowledge base to assist the end users and deflect incidents. Users can extend their knowledge beyond IT by integrating 3rd party information and other internal content management.
Freshservice Benefits
The main benefits of the freshservice are its intuitive and connected platform, Self-service portal for customers, comprehensive service catalog, and accessibility using any device.
- Intuitive, Connected Platforms – Freshservice bridges the gap between the users from novices to beginners. Freshservice has modern, easy-to-use training that the customers or the users can easily learn how to navigate around the system.
- Freshservice is also customizable to meet the needs of IT and non-IT teams.
- Self-service portal for customers – Freshservice offers a self-service portal that users or customers can use to raise tickets, track the status of their older tickets, get alerts, request new services, and read knowledge base articles. Freshservice allows the customer to resolve the issue on their own too.
- Comprehensive service catalog – Freshservice’s service catalog is created in a way that it functions as a modern e-commerce portal in which the customers can easily use it to ask for new services.
- The service catalog is boosted by a robust and flexible backend that enables IT, teams, to easily add or remove or even edit the service item.
Accessibility using any device – The Freshservice mobile app empowers both IT teams and customers to manage service requests and IT issues efficiently while on the go. Team members can quickly resolve issues, enhancing customer satisfaction with timely support. Customers benefit from the convenience of raising service requests and reporting IT issues directly through the app, ensuring seamless communication and prompt resolution wherever they are. This mobile capability not only improves responsiveness but also increases overall customer happiness by providing a flexible and accessible platform for managing IT service interactions.
