Freshservice is a cloud-based ITSM (IT Service Management) solution designed to simplify service management within organisations. It’s built for IT teams as well as HR, facilities, legal, or finance departments in medium to large businesses that require structured, efficient, and collaborative support. Freshservice adheres to ITIL best practices while remaining easy to deploy and manage.

With intelligent automation, unified asset and service management, and advanced AI capabilities (Freddy Copilot), Freshservice reduces repetitive tasks, improves agent productivity, and speeds up issue resolution. It also enables smooth cross-functional workflows and enhances the employee experience.

What are the main features of Freshservice?

Incident and Problem Management

Freshservice helps teams capture, track, and resolve incidents efficiently. Tickets are automatically sorted, assigned, and prioritised based on severity, which shortens resolution times and improves service quality.

• Automated ticket routing
• Standardised responses using templates
• Complete incident history to identify root causes
• Improved collaboration through the service portal

Change Management

This feature enables the planning, tracking, and execution of technical changes with tight control to minimise risk and ensure service continuity.

• Configurable change types (standard, normal, urgent)
• Automated approval workflows
• Complete audit logging
• Integration with asset and CMDB modules

IT Asset Management (ITAM)

Freshservice offers full asset lifecycle management—from deployment to retirement. It allows teams to track hardware, software, licences, and contracts.

• Automatic discovery via agent-based or agentless methods
• Software compliance tracking
• Centralised management of procurement and contracts
• Integration with suppliers for hardware updates

Configuration Management Database (CMDB)

The CMDB shows the relationships between services, assets, incidents, and users, supporting informed decision-making.

• Dependency mapping of technical components
• Impact analysis before changes
• Synchronisation with automatically collected data
• Centralised configuration object management

Self-Service Portal and Knowledge Base

Freshservice provides an intuitive self-service portal where employees can access help articles, submit requests, or track ticket status.

• Smart search with automated suggestions
• Access to FAQs and step-by-step guides
• Reduced ticket volume through self-resolution
• Customisable portals by team or department

Intelligent Automation with Freddy Copilot

Freddy, the built-in AI assistant, helps agents by automating repetitive tasks, generating responses, and anticipating user needs.

• Contextual ticket suggestions
• Automatic drafting of replies
• Predictive analysis of incident trends
• Cross-application process automation

Service Orchestration

Freshservice connects tools and workflows to automate business-wide processes such as onboarding, access management, or HR requests.

• Integrations with Active Directory, Microsoft 365, Jira, Slack, Zoom, and more
• Event triggers and automation rules
• No-code creation of complex workflows
• Centralised monitoring of task execution

Why choose Freshservice?

• Rapid deployment and easy adoption – Intuitive interface, guided setup, quick go-live.
• Native automation across the service lifecycle – Minimises manual work and optimises processes.
• Improved employee experience – Simple, accessible portal for all departments.
• Built-in, proactive AI – Freddy Copilot anticipates, supports, and continuously enhances outcomes.
• Modular approach for all teams – Separate configurations for IT, HR, legal, facilities, and others.