While IT service management (ITSM) is widely gaining popularity by corporate IT teams to increase efficiency, effectiveness, control, and insight. Many businesses have yet to grasp what is the perfect fit for regulating what enters the environment.
Despite the fact that there are several manufacturers offering management software solutions. What is the finest IT service management software?
Freshservice is a popular cloud-based ITSM software that can be a perfect fit for your business. It offers a user-friendly interface, is readily adjustable. And customized to match clients’ specific needs, and integrates with other business and IT systems. And is easily connected with other business and IT systems. Native connectors with Google Apps, Dropbox, AWS, and Bomgar help speed up deployment and reach.
So, Is Freshservice the best fit for your business? Is it the Best IT service management software? You can find it out in this Freshservice review. We will go over its features and pricing in the Freshservice review below- so you can determine whether it is a good option for your business.
What Is Freshservice & How Does it Work?
Freshservice is a Cloud-based ITSM software & service desk system that assists organizations of all sizes by offering exceptional employee and customer service. It is a solid IT service management solution with a wide range of features and choices divided into four core categories:
- IT service desk
- IT asset management
- IT project management
- Analytics and reporting
Freshservice, a plug-and-play ITIL service desk by Freshworks, assists firms in modernizing IT and other business activities without the expense and complexity. Freshservice provides teams with everything they need for proactive IT service administration, including ticketing and asset management, configuration management and increased impact analysis, powerful incident management features, and more.
Let us now have a look at the dashboard of Freshservice in this Freshservice review and a few key points that will help you understand its functioning.
Asset management
With Freshservice, you can use a single, unified platform to manage and improve IT governance. One can lower the IT expenses by extending asset life through proactive maintenance. It provides connected device auto-discovery, configuration management, and asset lifecycle management.
Now handle IT-related contracts with ease, ensuring that all of your software licenses and website security certifications are always up to date. Keep track of all IT contracts and give out automated notifications when they are about to expire. Automate and manage your asset lifetime through all phases with native solutions and marketplace interfaces with top tools: procurement, discovery, use, and maintenance.
Analytics and reporting
Performance analytics and reporting against SLA standards are essential components of efficient ITSM. You may choose which widgets to display on a report in the Analytics module. Adjust your widgets inside a report to ensure that the most critical indicators are constantly in the spotlight.
While agents can see current customer satisfaction and associated indicators on their dashboards, the help desk analytics dashboard gives overall IT support performance data: tickets by month, tickets by category, agent performance, average initial response time, average resolution time, and more.
Project Management
Freshservice’s project management overcomes the gap by providing better visibility into how projects are related to problems, modifications, and assets. You can plan all of your IT project efforts within the service desk since you may establish new projects from scratch or from tickets (both incident and service requests), revisions, or difficulties. You can use workflow Automator to automate projects and project activities. In your service desk, create a project or task based on specified triggers and circumstances.
Key Features Of Freshservice
Self-service portal
Freshservice has a self-service site that allows customers to create new tickets, check the status of existing tickets, get alerts, seek additional services, and explore the depth of knowledge articles. A notable benefit proposes articles from the knowledge base contextually even as the end-user attempts to create a ticket, allowing them to fix their own problems.
Ticketing and response
Freshservice, like Freshdesk, provides a ticket-based solution where agents subsequently handle the support requests. You can create tickets by email, phone calls, or form-based web solutions rather than through Twitter or Facebook.
You may also get the most out of it by utilizing basic reporting, team collaboration tools, and a knowledge library, as well as templated replies.
Service catalog
The Freshservice service catalog allows employees to fill out a templated ticket for a common service request (e.g., travel or a new laptop from IT). End consumers will find it easier to request additional services as a result of this. These templates are linked to workflows, allowing them to flow straight across many tiers from the Service Catalog. The service catalog is driven by a strong and versatile backend that allows- IT teams to simply add/remove & edit service items.
Integration and Custom Apps
Freshservice- A cloud-based ITSM software offers plug-ins for over 30 significant players in the Software-as-a-Service (SaaS) sector, including MuleSoft, Zapier, and Microsoft Flow, which link to hundreds of other apps. It’s a major benefit if you can feed data between your helpdesk system and your customer relationship management (CRM) system or business intelligence (BI) engine. Google Calendar, Slack, different Salesforce products, and Microsoft Office 365 are just the beginning.
Pricing Plans:
The Freshservice tiers are starter, Growth, Pro, Enterprise plan. They range from $19 per month per agent to $99 if billed yearly. It offers a 21-day free trial.
Starter Plan ($19 per month per agent): It includes Incident Management, a knowledge base, a self-service portal, basic analytics and reporting, and an unlimited number of end-users.
Growth Plan ($49/month per agent): Includes a service catalog, asset management, unlimited mailboxes, numerous SLAs, and domain whitelisting.
Pro Plan ($89/month per agent) – Includes software licensing management, advanced security, bespoke agent roles, and change, issue, and release management.
Enterprise Plan ($109 per agent each month) — Covers a customer success manager, IP whitelisting, audit logs, request for change (RFC), and a one-hour support SLA.
Pros & Cons Of Freshservice: Freshservice Review
PROS
- Workflow support allows for extensive customization.
- Best-in-class gamification capabilities
- The abundance of integration choices
- Change management ITIL support
CONS
- Overkill of features and too pricey for tiny help desks
- Designed mostly for internal customers
- There is no social media integration.
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Freshservice Review: Final Verdict
Freshservice undoubtedly includes the characteristics you’re looking for in a sophisticated internal IT help desk solution. With powerful agent help desk capabilities, asset management, and granular performance statistics, it is no doubt the best management software.
Freshservice is a perfect, reliable, and best IT service management software that works best for every organization.
It provides incredible features at extremely inexpensive prices. It offers you with a free trial so that you may evaluate each feature. This way you can determine which plan is ideal for your business.
So, what are your thoughts about Freshservice? Did you like our detailed Freshservice review? Do you think it is the best IT service management software? Let us know in the comment section below.
