Freshservice ITIL Service Desk

Freshservice ITIL Service Desk, cloud-based solution

Freshservice is a simple yet powerful ITIL solution that not only automates your IT tasks but is also fun to use. The cloud-based solution comes with advanced ticketing and asset management capabilities bundled in an intuitive User Interface that’s super easy to use, right from start.

With core functionalities like incident, problem, change, service catalog, release and asset management, Freshservice ITIL Service Desk has been able to position itself as a go-to resource for businesses of all sizes, looking to provide excellent service to their customers and inside teams.

What is Freshservice ITIL Service Desk?

Having a robust ITIL service desk enables companies to run more efficiently, and it ensures that important assets aren’t misplaced or mismanaged. Additionally, Freshservice ITIL Service Desk offers automation features that organizations are able to use to speed up workflows. Rather than spending hours assigning, categorizing, and prioritizing tickets each day, admins can sit back while tickets assign, categorize, and prioritize themselves. Admins can also trigger specific actions for important events, like sending an email notification whenever a ticket is re-opened

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Features of Freshservice ITIL Service Desk

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Cloud Based

Cloud based and ITIL Ready out of the box

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Modern Service Desk

Refreshing user experience that is miles ahead of age-old service desks

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Manage Digital Assets

Built-in asset management capabilities to manage all kinds of digital assets

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Flexible Plans

Flexible Pricing Plans for all kinds of organizations

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Freshservice asset management

Asset Management

Freshservice’s asset management tools help administrators keep track of everything from Ethernet cables to print cartridges. Tracking the location and status of each asset makes it easier for admins to distribute these assets immediately when the need arises.

Rather than requiring you to manually upload new assets to the system, Freshservice handles the process automatically. The solution’s discovery probe automatically updates newly-added assets and fills out forms based on the data entered about similar assets in the past. The solution also organizes hardware, software licenses, network infrastructure, and consumables in one place.

 

Incident Management

Freshservice’s incident management module includes features that enable admins to pick up tickets, delegate tasks, and organize problems into separate buckets. At the heart of the incident management feature is a powerful ticketing solution. Service requests are never misplaced, and conversations never fall through the cracks.

The next time an employee has a problem—for example, maybe his printer isn’t working—have the person to submit an incident request to your support desk. You can prioritize the ticket and assign it to an admin who is qualified to help with the issue, and you can also add notes to remind yourself about the status of the incident. Freshservice even offers tools that you can use to track the time you’ve spent working on a specific incident or request.

 

Freshservice Incident management
Freshservice problem management

Problem Management

Individual incidents are often related to larger problems within an organization. Freshservice lets you tie the two things together. For example, you could link an individual incident like an employee’s email login difficulty with a larger problem, like an email server outage.

Within the problem management module, you’ll see a complete timeline of every activity related to the problem. This timeline can be reviewed by multiple people, which means admins aren’t working in silos as they rush to fix the issues slowing down their organizations. Permanent solutions or temporary workarounds can be attached to specific problems, expediting the resolution process if the problem ever arises again in the future.

 

 

 

 

Change Management

Freshservice provides a number of tools built to improve the lives of change managers and change technicians. Using Freshservice, these professionals can track changes, research linked problems, and formulate detailed plans for how they are going to implement the release of company-wide updates in an organized fashion.

Improve your chances of a successful rollout with thorough planning. Freshservice provides you with a place to analyze risks before changes go into place. You can also implement custom workflows and a detailed approvals process to collect as much feedback from superiors as possible before moving forward with controversial plans.

 

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Knowledge Base

Decrease the workload you face as a service desk agent by developing a knowledge base. By uploading FAQs and articles that detail how users can resolve their own common issues, you are helping people to help themselves.

Instead of sitting down and creating a massive knowledge base all at once, Freshservice provides users with tools for updating their knowledge bases on the fly. Convert support solutions into knowledge base articles without leaving the ticket view. You can also use tags and folders to keep articles organized as your knowledge base grows.

SLA Management

Service Level Management (SLA) is a key functionality of any help desk. Freshservice aims to streamline the user experience and reduce time to resolution with the ability to set custom service levels for specific users.

The SLA Management feature allows IT members to sort users, and their associated service levels, by source, product or specific user group. This means they can ensure that priority user problems are dealt with in the right order.

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freshservice Mobile App

Mobile App

Freshservice’s mobile service desk app allows agents to do their jobs from any location. Agents can manage tickets, resolve issues, track assets, provide services and change requests from their mobile devices. Furthermore, the mobile app enables users to get the support they need through their iPhone and Android devices.

The Freshservice mobile app serves users, agents, technicians and managers alike. Managers can use the app to assign tasks and track your teams work, agents can handle priority tickets on-the-go and customers can access self-service tools using the Solutions tab.

 

Purchasing Options

For licensing, subscriptions and renewals of Freshservice software
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Premium Service Package for additional support on Freshservice

The package consists of access to specialized technicians to work any additional requests of support that is not included in the current continuous software support. This support complements Freshservice standard support with version upgrades, configuration, advice, implementations and knowledge transfer.

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Installing Services

Our certified staff provides basic configurations tailored to our customers at the time of its deployment in its final location, also including with the basic configurations to adapt the tool to the use of each client.

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Configuration

Our certified staff can help to configure and adapt the tool to the specific use of each client, in order to obtain the best performance from your tool.

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Personalization

We offer customization services, adapting the functionality and appearance of our products to the individual specifications of each installation.

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The customer has up to a maximum number of support hours available for one year which can be consumed at least in blocks of 1 hour per request, until the total amount of hours purchased are consumed.  We have available additional Premium Support Packages for 24, 40, and 80 hours.

Freshservice - GB Advisors partner

Since 2004 GB Advisors has specialized in the development of integral technical solutions to solve business problems. We are an International Authorized Partner and Re-Seller for Freshservice in the American Continent. We currently serve customers in all countries of North America, Central America, south america, Latin America and the Caribbean. Countries like the USA, Mexico, Canada, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Argentina, Brasil, Bolivia, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela, Caribbean, Bahamas, Barbados, Bermuda, Cayman Island, Curacao, Dominican Republic, Jamaica, St. Lucia, St. Marteen, St. Kitts, Trinidad and Tobago, Turks & Caicos, Haiti and Puerto Rico.

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