What is it about?
Freshservice is a support and ticket app with push notifications so that agents can stay on top of requests. The app offers the ability to merge tickets, change their priority, or mark items as spam. You can also choose from nine ticket views or create unlimited custom views. Pop in canned responses, attach files, and give requesters access to your service catalog.
Why we love it
With Freshservice, you and your agents can manage requests from anywhere, keeping tickets moving and customers happy.
App Store Description
Freshservice is a plug and play ITIL service desk on the cloud. Integrated with several popular apps, it puts a refreshing user experience on top of powerful ticketing and asset management capabilities; it has been built from the ground up to be extremely user friendly. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.
Freshservice empowers users to fix most issues on their own to reduce workload on agents. Agents can keep track of assets and dependencies easily to foresee change impact. Problems and incidents can be recorded and addressed with minimal fuss. Freshservice also introduces agents to the the fun side of IT management with the gamified Freshservice Arcade. Watch your team’s productivity go up as they compete with each other to resolve tickets and solve problems as fast as they can.
a) Let agents and end users log in easily using Active Directory SSO or SAML.
b) Push notifications to alert agents to new tickets & any updates on their tickets, enabling agents to manage their tickets quickly & keep response times low.
c) Respond to tickets, assign to agents, change priority, merge tickets, mark as spam or send them to trash right from your iPhone/iPad.
d) Stay on top of tickets that matter the most with 9+ default views and unlimited custom views. Choose whether you want to solve the newest problem first or the most urgent one.
e) Create new tickets, choose scenarios to execute and log times spent on a ticket on the fly. Take your support desk everywhere you go.
f) Insert canned responses when needed and attach files as necessary, directly from your device .
g) Add private notes that only other agents can see, forward tickets, or just stay in the loop as a ‘watcher’.
h) Search your list of customers or the right solution in your knowledge base for a question or for that one ticket that you know has popped up earlier somewhere.
i) Get a quick overview of your help desk with a summary of open tickets, overdue tickets, and tickets due today.
j) Requesters can access the service catalog and even place and track service requests on the go.
k) Update all the details for assets from the mobile app.