Offers intuitive ticketing, asset management, change management, and a robust knowledge base, designed to enhance operational efficiency and improve user satisfaction.
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
More IT Service Management Solutions
More IT and Infrastructure ...
|
Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Freshservice provides a self-service portal for end users, as documented in its product literature. | |
|
Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Robust knowledge base noted in product description and official resources. | |
|
Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Automates categorization and prioritization of tickets per documentation and user reviews. | |
|
Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
|
Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated routing ('intelligent ticket assignment') described in product features. | |
|
Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable forms are part of request management configuration options. | |
|
Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Multi-channel support (email, web, chat, phone) mentioned in product highlights. | |
|
Status Tracking Enables users and IT staff to track the live status of service requests. |
Users and staff can track status of service requests through dashboard and portal. | |
|
Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking and enforcement are key features highlighted on website. | |
|
Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflow automation detailed as a built-in feature. | |
|
Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Comprehensive audit trail and request history are included for compliance. | |
|
Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility is facilitated via both mobile app and responsive web app. | |
|
Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Customer satisfaction feedback collection after resolution is supported (CSAT surveys). | |
|
Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk management of tickets (creation, updates) available via import/export and UI actions. | |
|
Integration with Asset Management Links requests to specific assets for context and tracking. |
Service requests can be linked with asset management module for context and tracking. |
|
Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Integrates with monitoring tools (e.g. Freshping, third-party) to auto-create incidents. | |
|
Incident Logging Central archive for recording details of each incident. |
Incident logging is a basic/core ITSM function provided. | |
|
Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incidents can be categorized and prioritized automatically or manually by rules/fields. | |
|
Impact Assessment Evaluates and records the business impact of incidents. |
Product supports recording/evaluating incident impact to business. | |
|
Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
|
Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows, including based on SLAs, are built-in and configurable. | |
|
Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Rich notification and communication tools for incidents, including email, chat, and native notifications. | |
|
Major Incident Management Special process handling for critical/high-impact incidents. |
Special handling for major/critical incidents documented in product. | |
|
Root Cause Recording Documents identified root causes post-resolution for future reference. |
Supports cause documentation/post-mortem workflows. | |
|
Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident templates for frequent incident types are available. | |
|
On-call Management Integration Integration with on-call schedules to identify available responders. |
Integration with on-call schedules reported (Freshservice and integrations). | |
|
Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Incidents can be auto-closed based on predefined criteria. | |
|
Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Advanced reporting and analytics for incidents included. |
|
Problem Logging Provides a mechanism to record and track identified problems. |
Problem tickets functionality present to log problems and investigations. | |
|
Known Error Database Maintains a repository of known errors and their workarounds. |
Known errors and knowledge articles can be maintained. | |
|
Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Supports root cause analysis with built-in and custom fields. | |
|
Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Incidents can be linked to problems for holistic management. | |
|
Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problems can be prioritized by impact/urgency via configuration. | |
|
Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Tracks solutions and actions for recorded problems. | |
|
Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Formal closure workflows for problems available. | |
|
Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Data analytics on problems and trends via reporting. | |
|
Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Reporting supports open, resolved, recurring problem analysis. | |
|
Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration is supported via notes, attachments, and discussion components. | |
|
Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Automated workflows for problem status transitions available. | |
|
Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trails for tickets (including problems) are a core part of the platform. |
|
Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change request logging featured in change management module. | |
|
Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Custom workflow builder described in feature set for changes and approvals. | |
|
Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Change risk/impact assessment is included in change workflows. | |
|
Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar, showing all planned changes, provided as visual tool. | |
|
Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB scheduling, voting and documentation is supported in change management. | |
|
Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated change notifications for stakeholders are included. | |
|
Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout/rollback plan documentation field present in change configuration. | |
|
Change Approval Time Time required for a typical change request to be approved. |
No information available | |
|
Change Collision Detection System warnings for potentially conflicting changes. |
Automated collision/conflict detection between changes is a platform feature. | |
|
Change Documentation Attaches all supporting documentation, test results, and evidence. |
Supports attaching supporting docs, test results, and evidence to change records. | |
|
Change Implementation Tracking Logs the application, outcome, and status of each change. |
Implementation tracking for approved changes as part of audit workflow. | |
|
Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Supports post-implementation reviews for learning and compliance. | |
|
Change Auditing Maintains a complete audit trail for compliance and control. |
All change activities and status changes are logged for compliance. |
|
Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Freshservice includes asset inventory management for hardware, software, and virtual assets. | |
|
Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of assets supported natively and via integrations. | |
|
Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
CMDB functionality advertised for tracking assets and relationships. | |
|
Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle (procurement to retirement) monitoring supported. | |
|
Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Relationship mapping between assets/services is available with visual UI tools. | |
|
Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Tool offers change impact analysis based on asset/configuration relationships. | |
|
Software License Management Tracks license usage, compliance, and renewal requirements. |
Module for software license management resides within asset system. | |
|
Asset Tagging Supports tagging and tracking of physical and digital assets. |
Tagging and tracking for both physical and digital assets. | |
|
Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Procurement integration with asset management supported. | |
|
Asset Valuation Captures and updates current asset value over time. |
Asset value can be tracked/updated through the lifecycle. | |
|
Audit Trails for Assets Tracks all changes and movements of each asset. |
Audit trails for all asset modifications and actions are standard. | |
|
Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk import/export of assets is supported via spreadsheets/API. |
|
SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition, escalation paths, and penalties are configurable. | |
|
SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA clock is displayed on requests/tickets. | |
|
Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Breach notifications/escalations are available for SLA deadlines. | |
|
Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA options for category/user/service. | |
|
OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC management indicated in documentation. | |
|
SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
Advanced SLA reporting analytics dashboard. | |
|
Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Out-of-hours (business calendar) configuration included for SLA. | |
|
Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Communication templates for proactive use available. | |
|
Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Monitors real-time SLA status for all open tickets. | |
|
SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA policy versioning (history/audit) supported. |
|
REST API Support Full-featured, documented REST API for integration with external systems. |
Well-documented and full-featured REST API available. | |
|
Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Numerous pre-built connectors/integrations listed in marketplace. | |
|
Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks available for event-driven integrations. | |
|
Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Custom scripts and automation possible in workflow modules. | |
|
Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Marketplace for add-ons is available: https://freshservice.com/apps/ | |
|
Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Bulk data import/export utilities, including for tickets, users, assets. | |
|
Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields can be defined for tickets, assets, and other objects. | |
|
Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven integration engine is built-in for automation. | |
|
Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Supports SAML and OAuth-based SSO and secure API usage. | |
|
Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
|
Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access controls allow granular permissions. | |
|
Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication (MFA) supported via integrations. | |
|
Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single sign-on (SSO) integrations available. | |
|
Data Encryption at Rest All customer and system data is encrypted when stored. |
Data is encrypted at rest on Freshservice cloud. | |
|
Data Encryption in Transit TLS or equivalent protection for all communication. |
Data in transit is protected with TLS encryption. | |
|
Audit Logging Tracks every user action and system change for compliance. |
Complete audit logging for compliance and troubleshooting. | |
|
Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Certifications for GDPR and SOC2 stated by vendor; PCI/SOX support via features. | |
|
Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Automatic and frequent security patching described in system documentation. | |
|
Access Review and Certification Tools to review and certify access rights regularly. |
Access review procedures and certification supported via permission reports. | |
|
Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention policies can be set up for tickets, users, and other records. | |
|
Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Supports masking and anonymization for sensitive/non-prod use cases. |
|
Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Live dashboards with real-time metrics are standard. | |
|
Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom reports can be created, filtered, and saved for reuse. | |
|
Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled reporting (automatic report delivery) supported. | |
|
Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis in reports and dashboards. | |
|
KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI monitoring for teams/services is included by default. | |
|
Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down into reports and dashboard widgets offered. | |
|
Export Options Download reports in common formats (CSV, PDF, XLS). |
Reports exportable as CSV, PDF, XLS. | |
|
Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared via links and automatic emails. | |
|
Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Visualizations (charts, graphs, heatmaps) standard with analytics. | |
|
Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built report templates available. |
|
Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
Customizable UI layouts and themes provided, including for user dashboards. | |
|
Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility compliance promoted in documentation (WCAG/508). | |
|
Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Multilingual/localized interface supported. | |
|
Mobile App Availability Native mobile applications for iOS and Android devices. |
Dedicated mobile apps for iOS and Android devices. | |
|
Performance/Snappiness Average system response time for UI actions. |
No information available | |
|
Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help and tooltips available throughout the UI. | |
|
User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding tools such as walkthroughs and tutorials provided. | |
|
Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized user dashboards are a documented feature. | |
|
Unified Search Cross-module, full-text search functionality. |
Unified/cross-module search is available. | |
|
Notification Preferences Users can customize their notification settings per medium and event. |
Users can configure how/when they are notified by channel/type. |
|
Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy for managing subsidiaries or business units supported. | |
|
User Role and Permission Management Fine-grained control over what each user can view and do. |
Granular user role and permission management included. | |
|
Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import and automated provisioning supported. | |
|
High Availability Architecture supports clustering and failover to ensure service continuity. |
Platform is designed with high availability and uptime guarantees. | |
|
Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated backup and recovery features available. | |
|
Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
|
Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
|
Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Scalable cloud-native architecture highlighted in vendor whitepapers. | |
|
24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor support available via multiple channels. | |
|
Release and Patch Management Automated rollout and rollback processes for updates. |
Automated rollout/rollback for updates is part of release management. | |
|
Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Proactive system monitoring and alerting in dashboard and via notifications. |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.