Freshservice Features
What are the features of Freshservice?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Administration
- Reports & Analytics
Service Desk
- Help Desk
- Incident Reports
Freshservice Categories on G2
Filter for Features
Incident Management
Automate Ticket Routing | Based on 699 Freshservice reviews. Routes tickets automatically to the appropriate user. | 91% (Based on 699 reviews) | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. This feature was mentioned in 702 Freshservice reviews. | 89% (Based on 702 reviews) | |
Ticket Notifications | Based on 755 Freshservice reviews. Notifies the IT team when a ticket needs action. | 90% (Based on 755 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 691 Freshservice reviews. | 86% (Based on 691 reviews) | |
Knowledge Base/Ticket Integration | Based on 656 Freshservice reviews. Integrates knowledge base articles into a ticket. | 87% (Based on 656 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 737 Freshservice reviews. | 86% (Based on 737 reviews) | |
Time Tracking | Based on 602 Freshservice reviews. Tracks time worked on a ticket. | 82% (Based on 602 reviews) | |
Surveys | As reported in 580 Freshservice reviews. Provides surveys to measure employee satisfaction. | 82% (Based on 580 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. This feature was mentioned in 665 Freshservice reviews. | 84% (Based on 665 reviews) | |
Self Service | Enables employees to view the status of their tickets. This feature was mentioned in 688 Freshservice reviews. | 89% (Based on 688 reviews) | |
Active Directory | Based on 515 Freshservice reviews. Provides a directory of all users within an organization. | 85% (Based on 515 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 527 Freshservice reviews. | 87% (Based on 527 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. This feature was mentioned in 113 Freshservice reviews. | 86% (Based on 113 reviews) | |
Searchable Articles | Based on 109 Freshservice reviews. Makes articles in the knowledge base searchable on the web. | 89% (Based on 109 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. This feature was mentioned in 90 Freshservice reviews. | 73% (Based on 90 reviews) | |
Mobile Optimization | As reported in 91 Freshservice reviews. Optimizes the customer self-service experience on mobile devices | 76% (Based on 91 reviews) | |
Personalization | As reported in 111 Freshservice reviews. Gives the user targeted, personalized results based on their activity or preferences | 82% (Based on 111 reviews) |
Self-Service Platform
Branding | As reported in 111 Freshservice reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 85% (Based on 111 reviews) | |
Automation | Automates some or all operation related tasks 115 reviewers of Freshservice have provided feedback on this feature. | 87% (Based on 115 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences 85 reviewers of Freshservice have provided feedback on this feature. | 73% (Based on 85 reviews) | |
Integrations | Based on 107 Freshservice reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 80% (Based on 107 reviews) |
Analysis
Threat Detection | As reported in 154 Freshservice reviews. Collects and curates data insight about the performance and health of a company's system. | 75% (Based on 154 reviews) |
Platform
Unified Communications Platform | Based on 209 Freshservice reviews. Facilitates communication between users and administrators. | 83% (Based on 209 reviews) | |
Remote Access | Allows end users to remotely access to company's IT database. This feature was mentioned in 192 Freshservice reviews. | 83% (Based on 192 reviews) | |
ITIL Policy Compliance | Helps organizations establish, implement, and adhere to ITIL regulation. This feature was mentioned in 235 Freshservice reviews. | 87% (Based on 235 reviews) | |
Asset Tracking | Tracks IT assets and financial data. This feature was mentioned in 262 Freshservice reviews. | 84% (Based on 262 reviews) | |
IT Knowledge Management | Integrates all IT service support functions for consistency and accuracy. 294 reviewers of Freshservice have provided feedback on this feature. | 87% (Based on 294 reviews) |
Security
Endpoint Protection | As reported in 158 Freshservice reviews. Allows the IT team to oversee all possible endpoints in a single source of reference. | 78% (Based on 158 reviews) | |
Patch Management | Automates the updating of security measures on enterprise devices. This feature was mentioned in 87 Freshservice reviews. | 71% (Based on 87 reviews) | |
Disaster Recovery | As reported in 146 Freshservice reviews. Provides cloud backup or disaster recovery solution to protect enterprise data and applications. | 76% (Based on 146 reviews) | |
Service Management | Based on 263 Freshservice reviews. Utilizes data to proactively identify and prioritize IT issues. | 89% (Based on 263 reviews) | |
Workflow Management | As reported in 265 Freshservice reviews. Creates new or streamlines existing workflows to better handle IT support tickets and service. | 88% (Based on 265 reviews) |
Administration
Change Management | Based on 280 Freshservice reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 86% (Based on 280 reviews) | |
Asset Management | Based on 308 Freshservice reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 83% (Based on 308 reviews) | |
Reports & Analytics | Based on 333 Freshservice reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 83% (Based on 333 reviews) |
Service Desk
Help Desk | Based on 362 Freshservice reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 94% (Based on 362 reviews) | |
Incident Reports | Based on 337 Freshservice reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 91% (Based on 337 reviews) | |
Process Workflow | Based on 329 Freshservice reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 89% (Based on 329 reviews) |
Functionality
Ticketing System | Based on 293 Freshservice reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 95% (Based on 293 reviews) | |
Performance Logging | Based on 232 Freshservice reviews and verified by the G2 Product R&D team. Tracks action-by-action asset performance with machine- or human-readable logs. | 88% (Based on 232 reviews) | |
Alerting | Based on 229 Freshservice reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 88% (Based on 229 reviews) | |
Automation | Based on 263 Freshservice reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 88% (Based on 263 reviews) |
Management
Reporting | Based on 273 Freshservice reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 85% (Based on 273 reviews) | |
Administration Console | Based on 280 Freshservice reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 89% (Based on 280 reviews) | |
Access Management | Based on 244 Freshservice reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 88% (Based on 244 reviews) | |
Asset Management | Based on 247 Freshservice reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 85% (Based on 247 reviews) | |
Policy Dictation | Based on 193 Freshservice reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware. | 82% (Based on 193 reviews) |
Monitoring
Constant Monitoring | Based on 233 Freshservice reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time. | 84% (Based on 233 reviews) | |
Timely Alerts | Based on 268 Freshservice reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise. | 87% (Based on 268 reviews) | |
TIcket Accuracy | Based on 285 Freshservice reviews and verified by the G2 Product R&D team. Generates accurate incident reports. | 88% (Based on 285 reviews) |
Management Tools
Ticket Assignment | Based on 306 Freshservice reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members. | 91% (Based on 306 reviews) | |
Standardization | Cultivates a standardized workflow for enhanced organization. This feature was mentioned in 295 Freshservice reviews. | 89% (Based on 295 reviews) | |
Lifecycle Visualization | Based on 261 Freshservice reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident. | 85% (Based on 261 reviews) |
Generative AI
AI Text Summarization | Condenses long documents or text into a brief summary. 53 reviewers of Freshservice have provided feedback on this feature. | 75% (Based on 53 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 102 reviewers of Freshservice have provided feedback on this feature. | 83% (Based on 102 reviews) | |
AI Text Summarization | As reported in 102 Freshservice reviews. Condenses long documents or text into a brief summary. | 82% (Based on 102 reviews) | |
AI Text Generation | Based on 50 Freshservice reviews. Allows users to generate text based on a text prompt. | 80% (Based on 50 reviews) |
