Overview

Connect Feathery to Freshservice to automatically create Freshservice tickets and requesters from your collected form data. You may set up multiple Freshservice actions at once.

What you need

• An active Feathery account and form
• An active Freshservice account

Background

Freshservice is a cloud-based IT service management (ITSM) software solution developed by Freshworks. It is designed to help businesses manage and streamline their IT operations, service desk, and support functions effectively. Freshservice offers a comprehensive suite of features and tools for IT service management, asset management, incident management, problem management, change management, and more.

Key Features of Freshservice:

1. Service Desk Management: Freshservice provides a centralized platform for managing IT service requests, incidents, and tickets. Users can log, track, and resolve service requests efficiently, ensuring timely resolution and customer satisfaction.
2. Asset Management: Freshservice offers asset management capabilities for tracking and managing IT assets, including hardware, software, and infrastructure components. Users can inventory assets, monitor their status and performance, and track their lifecycle from procurement to disposal.
3. Incident Management: Freshservice includes features for incident management, allowing users to prioritize, categorize, and resolve IT incidents and outages promptly. Users can create incident tickets, assign them to appropriate technicians, and track their resolution progress.
4. Problem Management: Freshservice facilitates problem management processes by identifying recurring issues, root causes, and trends. Users can create problem tickets, conduct root cause analysis, and implement preventive measures to minimize future incidents.
5. Change Management: Freshservice offers change management capabilities for managing IT changes, updates, and deployments effectively. Users can create change requests, assess their impact and risks, and implement changes while ensuring compliance with organizational policies and procedures.
6. Service Catalog: Freshservice provides a service catalog where users can define and publish IT services offered to end-users. Users can request services from the catalog, track service delivery status, and provide feedback on service quality.
7. Self-Service Portal: Freshservice includes a self-service portal for end-users to submit service requests, report incidents, and access knowledge base articles and FAQs. The self-service portal helps empower users to find solutions to their IT issues independently.
8. Automation and Workflows: Freshservice offers automation and workflow capabilities to streamline IT processes and tasks. Users can create custom workflows, automate routine tasks, and set up rule-based triggers and actions to improve efficiency and productivity.
9. Reporting and Analytics: Freshservice provides reporting and analytics tools for tracking key IT service metrics, performance indicators, and trends. Users can generate custom reports, dashboards, and analytics insights to monitor service desk performance and identify areas for improvement.

Common Use Cases for Freshservice:

• IT Service Desk Management: Organizations use Freshservice to manage their IT service desk operations, including ticketing, incident management, and user support, to ensure smooth IT service delivery and customer satisfaction.
• IT Asset Management: Freshservice is used for IT asset management, including tracking hardware and software assets, managing inventory, and optimizing asset utilization and lifecycle management.
• Change and Release Management: IT teams use Freshservice for change and release management processes, including planning, assessing, and implementing IT changes, updates, and deployments while minimizing risks and disruptions.
• Problem Management: Freshservice helps IT teams identify and resolve recurring issues and problems through problem management processes, root cause analysis, and preventive measures implementation.
• Service Catalog Management: Organizations use Freshservice to define, publish, and manage their IT service catalog, enabling end-users to request IT services and track service delivery through a centralized portal.

Overall, Freshservice is a comprehensive IT service management solution that helps organizations streamline their IT operations, improve service delivery, and enhance customer satisfaction. Its user-friendly interface, customizable features, automation capabilities, and reporting tools make it a valuable asset for IT teams looking to optimize their service management processes.