A cloud-based ITSM platform that offers service desk functionality, asset management, project management, and more. For brokerage firms, it provides customizable workflows, compliance reporting, and integration capabilities with financial technology stacks.
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Freshservice provides a comprehensive self-service portal as part of its ITSM solution, as referenced in product documentation and feature lists. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Freshservice knowledge base integration is prominently featured and allows users to access self-help articles, reducing tickets. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Automated request categorization and prioritization are part of Freshservice's ticket automation features. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated routing to appropriate teams via workflow automations is a key capability in Freshservice. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable request forms available for service desk entries; confirmed in product demos and documentation. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Multi-channel request submission including email, web, phone, and chat is documented as a Freshservice feature. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Status tracking for both users and IT is supported via dashboards and request views in Freshservice. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking is supported with built-in SLA policies and tracking dashboards. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflow automation is part of Freshservice’s ticket, change, and service request modules. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Request history and audit trail are maintained for compliance and auditability, as evidenced by compliance reporting features. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility is available via a dedicated Freshservice app for iOS and Android. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Freshservice collects customer feedback after request closure via surveys. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk request creation and management is supported via CSV import and mass-action tools. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Integration with asset management for linking tickets to assets is natively supported. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Freshservice supports automated incident detection via monitoring system integrations and alert rules. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging is a core feature as incidents are centrally recorded in the platform. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incident categorization and prioritization are supported through workflows and ticket fields. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment for incidents is provided as part of ticket details and workflow. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Automatic incident escalation workflows can be configured by SLA breach or time. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Communication and notification tools for incidents are present (email, portal, chat notifications). | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident management is available as a specialist workflow/process in Freshservice. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause analysis and documentation is supported via problem and incident modules. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident templates for rapid logging of recurring issues are supported. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
No information available | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
No information available | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Incident analytics and reporting are covered by Freshservice's reporting suite. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging capabilities are included in the 'Problems' module of Freshservice. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known error database/workaround documentation is supported within the Problems area. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools are available and include root cause fields and reporting. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Links between incidents and problems for holistic management are supported. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization supported through custom fields and workflow definitions. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution tracking is done via linked tickets and status/workflow management. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problem review and closure processes are enforceable via status and approval workflows. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem trend analysis is included in Freshservice analytics. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Problem reporting (open, resolved, recurring) available via dashboard and reports. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration on problems includes notes, attachments, and discussion threads. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Automation for the problem lifecycle is supported through workflow engine. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trails for all problem tickets are maintained and exportable. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change request logging is central to Freshservice’s change management modules. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Multi-stage customizable workflows (review, test, approval) are available for change management. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis fields/workflows are configurable for change tickets. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar view is included for conflict avoidance and scheduling. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB integration with scheduling/voting is present in Freshservice Change Management features. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications for changes are part of platform’s automation toolkit. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout plans (rollback procedures) can be documented and attached to change requests. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision/conflict detection is available in the change calendar module. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change documentation (supporting docs/test results) attached to change tickets. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Tracking and logging of change implementations and outcomes is included. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation reviews are supported and documented. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing (audit trails, version control) is available. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Asset inventory management is a standard feature, with a central asset repository. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of assets is possible using Freshservice's inventory agent/scanner. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Includes a built-in configuration management database (CMDB). | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Tracks assets through their lifecycles—procurement, deployment, support, retirement. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Relationship mapping between assets/services is supported visually in the CMDB. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis on assets/services is available in change/CMDB modules. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management (tracking, renewal reminders) is a Freshservice core feature. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Asset tagging/tracking is natively supported. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Supports integration with procurement systems via connectors/API. | |
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Asset Valuation Captures and updates current asset value over time. |
No information available | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Comprehensive audit trails for asset changes/movements are supported for compliance. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset import/export tools are available (CSV or integrations). |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition engine—configurable policies, escalation, penalties—built-in to Freshservice. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timer/clock is shown in ticket details and dashboards. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Automatic notifications for SLA breaches/at-risk tickets are configurable. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multiple SLAs supported for categories, services, or user groups. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
Supports OLAs/UCs for internal and supplier tracking alongside SLAs. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
SLA analytics and reporting dashboards/charts are available. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Support schedules ('business hours') are configurable for out-of-hours SLA calculations. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Customizable customer communication templates available for SLA & ticket status updates. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA monitoring for all open requests and tickets. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
Tracks changes/versions to SLA and policy details over time. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API support is broad and well documented in Freshservice. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors are available for common IT, HR, and finance systems. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks supported for event-driven integration and notifications. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and workflow automation via Freshservice's built-in automation engine. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Marketplace for add-ons and 3rd party integrations is available in Freshservice. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
User-friendly bulk data import/export tools with mapping are included. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields can be added to virtually all objects/entities in Freshservice. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven integration engine is used for automations and 3rd party integrations. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Supports SAML and OAuth single sign-on and API authentication. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control is configurable on modules, workflows, and assets. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication is supported as part of Freshworks platform security. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single sign-on (SSO) with enterprise identity providers is featured. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data at rest encrypted according to product security documentation. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
Data encryption in transit is enforced with TLS/HTTPS by default. | |
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Audit Logging Tracks every user action and system change for compliance. |
Audit logging is available for all user and system changes. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Compliance certifications (SOC2, ISO, GDPR-compliant, and others) are stated on Freshservice and Freshworks sites. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Frequent security updates and vulnerability management are included in the service. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Access review tools and permission certification are present in admin modules. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Customizable data retention policies are available for regulatory compliance. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data masking/anonymization tools are offered for non-production and integrations. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time dashboards are a core feature for monitoring ITSM state. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder enables users to build and export tailored reports. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Report scheduling is available for automatic report creation and distribution. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis through analytics modules is present. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI dashboards/monitoring for services, SLAs, agents included. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down analytics are present in reporting tools and dashboards. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Reports are exportable in formats such as CSV, PDF, and XLS. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Report links and automated report delivery/emailing are supported. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Data visualization tools (charts, heatmaps, graphs) are included in Freshservice analytics. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built reporting templates for SLAs, tickets, trends available out of the box. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
Admin and user UI customization options are present (themes, dashboard layouts, navigation). | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Freshservice conforms to WCAG accessibility standards and supports Section 508. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Multiple language/localization options are available in product settings. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native Android and iOS apps are offered for Freshservice users/agents. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help, tooltips, and knowledge popups are embedded throughout the user interface. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding (walkthroughs, checklists) available for new users/agents. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards configurable for users/roles. | |
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Unified Search Cross-module, full-text search functionality. |
Full-text, cross-module unified search is provided. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Custom user notification preferences are supported in user settings. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy/partitioning supported for MSPs or large brokerages within a single instance. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Detailed user role and permission management is available in admin modules. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import, provisioning, and onboarding provided via CSV/import tools. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability (HA) and redundancy are supported by Freshworks cloud architecture. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated data backup and recovery tools present as per vendor documentation. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Scalable SaaS architecture designed for large clients and rapid growth. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 live and ticket-based vendor support is offered by Freshworks. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Release & patch management is performed automatically as part of their SaaS update process. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting for errors or outages is integrated and can be configured by admins. |
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