Freshservice is a modern IT focused helpdesk. Built on the foundations of Freshdesk, Freshservice is optomised for IT Support teams who are looking for an ITIL ready service desk in the cloud. In addition to the ticketing, knowledgebase and user forums which Freshdesk provides, Freshservice also has modules for asset management, problem, change and release management, contract management and a service catalogue - in fact everything that a modern ITSM support team would need. Many of the features of Freshservice are covered in the Freshdesk tutorial videos and we recommend viewing these first. The Freshdesk training videos can be found here.
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Freshdesk is a cloud-based general purpose helpdesk and ticketing system that allows organisations to support their customers through email, phone, website, Facebook and Twitter. Freshdesk is easy to use and requires no installation or training. It has an intuitive interface that enables agents to be up and running in minutes, and assisting your customers.
Freshservice Quick OverviewFreshservice is an IT service desk in the cloud. It packs ITIL’s best practices in a refreshingly simple user interface. Freshservice integrates with all popular business apps. And it lets you gamify your service desk and automate mundane tasks to help your team perform the best it can.
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Freshservice Demo |
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Incident Management in FreshserviceFind out how you can simplify the 'Incident Management' process using Freshservice. This tutorial explains how to automate mundane tasks and encourage self service, so you can focus on issues that matter to your business.
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Problem Management in FreshserviceIT teams work hard to resolve issues day in and day out. But still, not many organizations work towards preventing those incidents from happening in the first place.
Problem Management is a more proactive approach that helps you get to the root of the issue and avoid incidents and problems. It also minimizes the impact of incidents that can't be avoided. Freshservice makes Problem Management easy by merging ITIL's best practices into an intuitive user interface and automating tasks that don't absolutely need to be done manually. |
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Change Management in FreshserviceAbout 80% of IT issues happen due to poorly managed changes. This tutorial explains how to establish a change management process using Freshservice, that mitigates risk and slashes a chunk of IT expenses.
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Service Catalog in FreshserviceThis tutorial explains how to customize the Service Catalog to streamline the Service Request process for your users and agents.
A Service Catalog essentially helps IT teams communicate the services they offer to customers, and makes them see the value the team provides to the business (in addition to just "fixing issues", as most people see them). A customized Service Catalog helps save time and expenses and eliminates unnecessary back and forth communication. This video shows how the Service Catalog in Freshservice helps you streamline service requests and fulfillment. |
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Asset Management in FreshserviceIT Service Management cannot be truly effective without a clear understanding of the assets that the services depend on.
This tutorial explains how to stay on top of your IT assets using Freshservice, and bridge the gap between ITSM and IT Asset Management. Using the Freshservice iOS app to scan Barcodes and QR codes |
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How to use the Freshservice-Bomgar integrationBeing an IT support agent, you're expected to be agile and available round the clock. And the one thing that helps you do that more than anything else, is the ability to access users' computers remotely.
That's why Freshservice brings Bomgar right into your service desk, and lets you start support sessions with the click of a button. Here's how the integration works. |
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How to use the Freshservice-Box integrationYour organization might have a centralised file storage that works just fine- until you run into the occasional 'file size' and 'information security' conundrum.
Box provides a secure way to store and access file. And Freshservice's integration with Box makes it a breeze to access the information whenever you need it. |
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Setting up your support email address in FreshserviceAdding your helpdesk email address is one of the first things you'd want to do while configuring your service desk. Here's a quick tutorial to help you with it.
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Using a Custom URL by creating a CNAME record in your DNSYou may want to use a vanity URL to bring your Freshservice portal to your own site. You can add a CNAME record in your DNS zone file, to do that. Here's how you do it in GoDaddy.
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