Freshservice is a cloud-based ITSM (IT Service Management) solution designed to simplify service management within organizations. It’s built for IT teams as well as HR, facilities, legal, or finance departments in medium to large organizations that require structured, efficient, and collaborative support. Freshservice follows 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 a better 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 prioritized based on severity, which shortens resolution times and improves service quality.

• Automated ticket routing
• Standardized responses using templates
• Full incident history to identify root causes
• Enhanced collaboration through the service portal

Change Management

This feature allows for planning, tracking, and executing technical changes with strict control to minimize 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 provides full asset lifecycle management—from deployment to retirement. It enables teams to track devices, software, licenses, and contracts.

• Automatic discovery via agent-based or agentless methods
• Software compliance tracking
• Centralized management of purchases and contracts
• Vendor integration for hardware updates

Configuration Management Database (CMDB)

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

• Dependency mapping of technical components
• Impact analysis before changes
• Sync with automatically collected data
• Centralized 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 check the status of existing tickets.

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

Intelligent Automation with Freddy Copilot

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

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

Service Orchestration

Freshservice connects tools and workflows to automate organization-wide business processes, such as employee onboarding, access provisioning, 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
• Centralized monitoring of task execution

Why choose Freshservice?

• Fast deployment and easy adoption – Intuitive interface, guided setup, and rapid go-live.
• Native automation across the service lifecycle – Reduces manual work and optimizes workflows.
• Improved employee experience – Simple, accessible portal for all departments.
• Integrated, proactive AI – Freddy Copilot anticipates, assists, and continuously improves outcomes.
• Modular approach for all teams – Independent configuration for IT, HR, legal, facilities, and more.