My main use case for Freshservice is for IT support, ITSM management, and asset management.
For instance, I use Freshservice for service requests for onboarding and offboarding. We recently automated processes to streamline those requests to make them more secure, error-free, and reduce the admin time for joiner, mover, leaver processes. That went through Sage People to AD, Azure through Freshservice for automating provisioning services.
The main use cases for Freshservice in my organization are for asset management and IT service delivery, IT support management. View full review »

I have been using Freshservice for approximately five months through the AWS marketplace. During this time, I have handled incident management, workflow automation, and internal IT requests. I have also explored integrations with AWS services such as CloudWatch and S3 to streamline monitoring and ticket management.

The main use case for Freshservice is managing IT services, requests, and incidents across cloud environments. On a typical day, I use Freshservice to track and resolve internal AWS-related requests, such as EC2 instance access issues or S3 bucket permission changes. I also assign tickets, set SLAs, and use automation rules to route them to the right team members. Integrating Freshservice with AWS CloudWatch allows us to receive alerts directly into the platform, so we can respond quickly to issues without constantly monitoring multiple dashboards.

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The main use case for Freshservice is customer ticket escalation. We receive queries from users related to requests or incidents, and our primary focus is on problem management. Day-to-day incident and problem management constitute our main responsibilities.

A specific example of how we use Freshservice for incident and problem management involves P1 or P2 alerts. When monitoring our integrated system, a ticket is automatically generated and alerts our team. The engineer serves as the agent. Based on our licensing structure, we have different users for L1 and L2 support levels. L1 performs initial troubleshooting and follows established SLAs and SOPs for analysis. If they cannot resolve the issue within their SLA timeframe, they escalate the ticket to the L2 team. L2 begins triaging the issue based on the information provided by L1 and takes over the troubleshooting process. When L2 identifies and resolves the issue, they close the ticket with resolution steps or a workaround. If they cannot resolve it, they assign it to the L3 team. When engaging L3, we use Freshservice's integration with Azure ADO, which automatically creates a ticket in Azure ADO for the L3 resource to work on. This is the current flow we follow.

For reporting purposes, we have created different reports and dashboards based on the number of use cases. We download reports and tickets based on areas we call Pods. We have created workflows for different columns in the ticketing tool for incident creation. Based on these workflows, we segregate ticket volumes to determine how many incidents are created for each Pod. This is useful for further analysis when we connect with the engineering or development teams to focus on reducing ticket volumes in particular Pods or areas.

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We are using Freshservice for the IT ticketing system for business users.

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Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents. 

We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.

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We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.

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We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.

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You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.

It improved the organization's workflow by making managing all the information and tickets in a single system much easier.

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We are using Freshservice for IT service management.

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It's a major lead to work with the IT architecture.

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We are in a broadcast environment, making around 40,000 hours of TV every year. Our primary use case is for responding to tickets where the end user receives telemetry. It's a little different from traditional IT help desks and is geared towards live TV production. Our support engineers work in shifts and this product is also a  way of handing things over from one shift to the next in an efficient way with visibility. We are customers of Freshservice.   

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For the most part, we're doing some asset management with it. We've got about nine departments that are handling their ticketing requests through it through our service catalog. We use it for workflow building and integrations within as well.

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We use it for receiving internal services provided by IT, HR, VR, facility management fleet, financial affairs, and legal affairs. It is used for any service provided internally by our departments. We have a large number of branches and departments. We have about 40,000 requesters.

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We primarily use Freshservice for ticketing, contract management, and asset management.

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Our company uses the solution to provide service desk assistance to clients. 

One use case is with a client in the insurance industry. Customers who have issues with their insurance send emails for assistance that are routed to us through the solution. We created five support group classifications to address particular insurance issues.

We currently use Azure servers only for connection and to authenticate Office 365 mailboxes. For now, we do not link the solution with Azure's products.

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I implemented the solution for a client, and it's used in the typical service management processes, including incident, problem, and change management. It's also used for fleet and facilities management. It has a built-in project management functionality, but that isn't used at the moment. Generally speaking, the out-of-the-box modules are used, with customisation.

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We're using the product for an HR service center.

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At my previous organization, we had an alliance partnership with Freshservice. Part of that alliance involved me implementing Freshservice for North American and Europe clients. Freshservice is an ITSM product. The PLC would be done by the thresholds and as part of the alliance, and we would implement the Freshservice ITSM solution for the clients. It's completely based on the customer requirements, which modules need to be implemented. We will do the data collection, the requirement gathering, et cetera, and we will do the solution and implementation for the Freshservice to cater to the client's needs. As part of this, we'll do the infra, we'll do automation, orchestration, and everything as part of this integration with multiple sources. We'll do the portfolio management.

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I was mainly using it for the functionality related to changes, such as tracking and reporting production changes going into our live systems. I also used it for APIs for the automatic generation of changes based on triggers from Jira.

In terms of deployment, I'm pretty sure it was SaaS, and in terms of version, it would've been a fairly recent version because they'd only been using it for about a year or so.

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Our use cases are dependent on our clients’ requirements. If our clients have to acknowledge and follow up on emails manually, we can create automated acknowledgments using the solution. We can have scripted answers if the customer asks a frequently asked question.

We can create responses on placeholders so that the agents can easily select them and send them to customers to ask for details. If the business has many channels to support, the tool helps connect all channels in one place. The agents don't have to move around in different tools. They can access all the tickets created from all the channels.

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We primarily use the solution for health tests and incident management. It's the help desk of SolarWinds. They both talk to each other. There's an integration between the two. 

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We use it for IT service management. We use it for HR service management. We also use it in an operations capacity in combination with some other tools.

We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. We're the third largest customer of theirs. 

We have the Enterprise plan, and we have its latest version. We are in beta testing for another upgrade that they're doing, but it is still in beta. So, it is not live yet. It is a cloud solution. Freshservice owns everything. We just use it as a cloud platform.

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We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

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I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.

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We manage all tickets and service requests needed for our company. We started to offer it for IT mainly to manage all requests and ticketing. There are some Oracle-added services like HR that is also integrated, for onboarding and offboarding.

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I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000.

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We use the solution primarily as a ticketing system and help desk.

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We are using Freshservice as a ticketing system.

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It is a solution for help desk ticketing, as well as for knowledge base and inventory. We also deploy a fresh service agent that actually goes and gets installed on all of our PCs and any of our computer clients within the organization. That provides Freshservice with inventory information so that we can go and track assets.

I am currently using the most recent version of it. It is cloud-based, so it automatically updates. It is a public cloud, though it is accessed through Okta SAML single sign-on. It is private in that aspect. I have a feeling that their services are on an Amazon Web Services server, but I could be wrong.

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I use Freshservice as an attendant for the internet in the legal department of a real estate company.

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We are using Freshservice for customer service.

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We have only started the process of certification with Freshservice. We are in a training phase right now.

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We extended Freshservice for one of my customers to integrate their business workflow. If the customer needed a new mobile, VM, or something else, they traditionally use a portal, but we have changed that. We designed an extension to manage business demands. In the past year, we've been implementing customization for change management.

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We use it for IT help desk purposes and tracking the inventory. Specifically, we use it to do ticketing for the end users to handle IT requests.

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To provide incident management for external customers and change management services for SaaS implementation.

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