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Freshservice, the IT Service Desk

Freshservice is an easy-to-use, modern, scalable cloud IT Service Desk based on ITIL best practices. Digitize your IT department management, coordinate your teams in a unified manner, and offer seamless support to your employees.

What is a Service Desk

The service desk is a central point of contact between the users of an organization and the IT team. It is used to resolve technical issues, manage service requests, and provide assistance on various aspects of the IT infrastructure. It is a crucial element to ensure operational efficiency and the satisfaction of internal users and, in some cases, external customers as well.

What a Service Desk Does

A service desk provides a range of specific services, including:

Incident Management: Quick resolution of IT incidents to minimize impact on business activities.
Request Management: Processing and fulfilling IT service requests from users.
Problem Management: Identification and resolution of the root causes of recurring IT issues.
Change Management: Supervision and management of changes in the IT infrastructure to avoid disruptions.
IT Asset Management: Monitoring and management of all company IT assets.

All the Features of Freshservice

Freshservice is a comprehensive and scalable IT Service Desk with numerous customizable features tailored to your company’s needs. Specifically, you’ll find ITSM solutions like Incident Management, SLA Management, and other ITIL procedures. ITOM solutions such as Alert Management and Orchestration Center. ITAM features like CMDB and Automatic Asset Scanning, and IT PM (Project Management) tools including customizable templates, and AGILE and Waterfall Projects.

What Can You Do with Freshservice?

MODERN, SCALABLE AND ITIL ALIGNED SERVICE DESK

MANAGE YOUR RESOURCES FROM A SINGLE PANEL

REACH USERS WHEREVER THEY ARE

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The New Generation of Service Management Solutions

Can’t handle all your support requests?

Deliver an exceptional service through fast, accurate and reliable IT support to users across multiple channels such as email, self-service portal, phone and chat.

Need a complete view of your projects?

Plan all your IT projects in the service desk. With Freshservice, you can create new projects from scratch or even from tickets. Prioritize, manage and monitor projects from start to finish, associating multiple tickets, changes or even resources to these projects.

Want to know what works and what doesn’t in your company?

Promote the efficiency of your service desk by identifying hitches and monitoring KPIs through predefined reports for incidents, changes and resources. Stay up to date on SLAs by organizing the information you discover in personalized reports.

Need all your data at your fingertips in a single portal?

Meet your needs with customized integrations offered by Freshworks thanks to the wide range of APIs, automated workflows, smart reports. You can also integrate Freshservice with solutions developed by third parties.

Need all your data at your fingertips in a single portal?

Modernise your IT department with Freshservice: the Smart Service Desk

Freshservice is an easy-to-configure cloud IT Service Desk solution based on ITIL best practices, designed to increase the efficiency and productivity of your IT department.

Get more with the support of Kahuna CRM

At Kahuna CRM, in addition to offering you the best solutions for your company, we guide you step-by-step through the innovation and Digital Transformation process. We put our experience, expertise, and passion at your disposal to develop strategies in line with your business needs. Thanks to our specialization in Freshworks solutions and a thorough analysis of your business, we are able to offer you the winning combination to improve and enhance your activity, making your team competitive and efficient. Our support does not stop at implementation strategies. At Kahuna CRM, we establish a real personal relationship with our clients, helping you also to develop the right skills and knowledge to be able to face all the challenges of an increasingly digital world.

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Advisory

We carefully examine your business and your skills to develop the most suitable strategy for you

Change Management

We support you throughout implementation and change process within your company

Go Live

We give your project ready to be used by all your employees and collaborators

Support and Training

We are always available to support you even after the implementation

FAQ

What is ITIL?

What is a Service Desk?

What are the advantages of having a Service Desk?

What features should an effective Service Desk have?

How is the performance of a Service Desk measured?

What are the best practices for managing a Service Desk?

What is ITIL?
ITIL (Information Technology Infrastructure Library) is a set of guidelines and best practices for IT service management. It provides a framework for effectively managing IT infrastructure and services, ensuring they are aligned with business needs. ITIL helps organizations improve efficiency, optimize IT service costs, and enhance customer satisfaction.
What is a Service Desk?
The service desk is a central point of contact that provides assistance to end-users for any IT-related issue or request. It handles incident management, service requests, and various communications with users. Its main function is to ensure that users receive effective help in a timely manner.
- The service desk acts as a single point of contact for all IT issues.
- Manages incidents, service requests, and communications.
- Aimed at providing quick and effective assistance.
What are the advantages of having a Service Desk?
Having a service desk offers numerous advantages, including improved operational efficiency, greater user satisfaction, and better management of IT resources. A well-managed service desk can also help reduce operational costs and improve business continuity.
- Improves operational efficiency and IT resource management.
- Increases end-user satisfaction.
- Contributes to reducing operational costs.
What features should an effective Service Desk have?
An effective service desk should include key features such as incident and service request management, a knowledge base for user self-service, and the ability to integrate with other IT platforms. These features help improve problem resolution and overall efficiency.
- Incident and service request management.
- Knowledge database for user self-assistance.
- Integration with other IT platforms for greater efficiency.
How is the performance of a Service Desk measured?
The performance of a service desk can be measured through various key performance indicators (KPIs), such as the average resolution time of incidents, user satisfaction rate, the number of tickets resolved at the first contact, and the average response time. Monitoring these KPIs helps evaluate the effectiveness of the service desk and identify areas for improvement.
- Average incident resolution time.
- User satisfaction rate.
- Number of tickets resolved at the first contact.
What are the best practices for managing a Service Desk?
Best practices for managing a service desk include adopting a process-based approach, as defined by ITIL, implementing automation tools to improve efficiency, ongoing staff training, and a commitment to customer satisfaction. It is also important to collect user feedback to continue improving the services offered.
- Adopt a process-based approach (e.g., ITIL).
- Implement automation tools to improve efficiency.
- Collect feedback to continuously improve services.

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Here's Why Our Customers Use Freshservice

Roberto Sandrini

ICT Manager - Metelli Group

Before Freshservice we used a spreadsheet to record information but it was too complicated and the opening of the ticket was the responsibility of the IT office. Now, our colleagues open tickets autonomously. With Freshservice, we can analyze data and understand what are the most frequent types of accidents or service requests.

Marco Giuliani

IT Helpdesk Team Leader - iGuzzini Spa

Freshservice has supported our company growth: it is in fact our daily operational management tool for receiving and giving assistance, for organizing work, for communicating and for measuring the performance of company assets and departments. With 40 agents in the various business areas, today we manage around 13,000 open requests/year.

Michele Camerano

Maitenance Manager - Centro Medico Santagostino

Easy to configure, but very efficient. The automation has improved our ticket management making our Help Desk Agents more performing. We are satisfied with our choice and we are confident that future developments will contribute to increasing our performance.

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