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ITIL service desk management

Published 11/14/2014 and rated Ratingstars4 4 out of 5 stars
by AppAppeal Editor
What can you use the app for?

Freshservice is an IT service desk management app that was built to meet the challenges of IT departments of all sizes. The ITIL solution (information technology infrastructure library) - a specific approach to IT service management (ITSM) - offers a full range of features that automate a large number of otherwise tedious IT admin tasks, such as updating inventory lists, tracking and delegating tickets, and managing changes and releases. The core features of the app fall under six main categories: Incident Management, Change Management, Release Management, Asset Management, Problem Management and Knowledge Base.

Among Freshservice’s most popular features is its advanced asset management tool, this features allows you to track and manage all of your IT assets, from software and hardware to laptops and servers. Freshservice also automatically updates your inventory list when new assets are installed. Along with asset management, the app also offers incident and problem management. The incident management features of Freshservice include the ability to collect, prioritize and route tickets, as well as track their progress and the time spent solving each issue.

Through the problem management tool individual incidents can be linked to larger problems. A sharable timeline view of all issues and the larger problems they are associated with help team members work together to speed-up time to resolution. Freshservice allows you to create and automatically update a self-service knowledgebase from information gathered through each incident and problem. The app also provides features to manage changes and new releases, including risk analyses, custom workflows and approval processes, and change release notifications to individual requesters.

Freshservice screenshot
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What is the history and popularity of the app?

Freshservice is an ITIL solution created by the same people who brought you the popular customer support software Freshdesk,. Unlike Freshdesk, Freshservice was built specifically for IT admins, with an emphasis on asset management, incident and problem management, and change and release management. The app is used by companies of all sizes and from all industries, including the University of Oregon, Gold Canada, American National Bank and Goodlife Fitness. Freshservice has been praised for its modern interface and multiple automation features.

What are the differences to other apps?

Unlike some other ITSM software that use clunky and out-dated user interfaces, Freshservice provides a modern and slick UI. Some of the more advanced features of the app include the ability to create a full knowledgebase complete with forums, suggested solutions, articles and FAQs. The knowledgebase can be updated on the fly by automatically converting support resolutions into articles. Another modern feature that makes Freshservice stand out from the competition is its gamification tool. This allows users to climb a leaderboard, create and assign quests and reward badges to colleagues.

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How does the web app look and feel to use?

As mentioned, Freshservice prides itself on offering a modern and approachable UI. The plug-and-play solution uses a black, white and turquoise interface. The navigation header displays tabs to access each section: Dashboard, Tickets, Changes, Releases, CMDB (asset management), Solutions, Reports and Admin. The first tab leads you to a dashboard showing a summary of all tickets and their statuses, such as overdue, open, on hold, due today, and unassigned. By clicking into each ticket you can see more specific details, including the priority level of the ticket. Buttons and icons make it easy to navigate through the app.

How does the registration process work?

To register for Freshservice you can either sign up for their free trial or request a demo. You can sign up for the free trail through the “Sign Up” or “Try Freshservice Free” buttons on the website homepage. Or you can click on the ”Request a Demo” button for a product demo. To sign up for the free 30-day trial you simply need to enter your name, email, company name, helpdesk name, and phone number. No credit card is required for the free trial.

What does it cost to use the application?

Freshservice offer four different pricing plans to suit various company sizes and needs. The first plan is free forever and caters to up to 3 users and up to 100 free agents. The next plan costs $29 per agent per month, the following costs $49/agent/month and the last plan costs $79/agent/month. Additional assets can be purchased at 20 cents per asset per month. All prices are billed annually. There is a 15% discount for NGOs and Voluntary Service Organizations.

Who would you recommend the application to?

Freshservice provides an ITIL service desk solution for IT admins, managers and technicians working in any industry and in companies of all sizes. The app is ideal for companies that are growing as the product is scalable with the number of users. The cloud-based app will suit those looking for more than simply a ticket and incident management solution with complete asset management, and change and release management features. The app also suits those looking for a modern and fun solution with gamification features and a native mobile app.

  • Incident management with a ticketing system that allows you to keep track of all requests, delegate them and monitor their progress
  • Problem management enables all users to associate specific incidents with wider problems with a detailed timeline view
  • Change management to plan, track and roll out changes with custom workflows and approval processes
  • Release management provides a solution to link changes, document ‘build’ and ‘test’ plans, and send out notifications to requestors upon release
  • IT asset management shows the impact of adding new assets, collects all hardware and software licenses and contracts, and discovers new assets
  • Build a self-service knowledgebase by automatically converting resolved issues into articles, suggested solutions and FAQs
  • Gamification features allow you to climb the leaderboard, receive and give rewards, and assign quests

Freshservice video

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Freshservice pricing

Cheapest plan (per month) : FREE
Most expensive plan (per month) : $79.00




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