Freshworks

Delight your customers and employees with Freshworks

Freshworks provides cloud-based customer engagement and IT service management software designed to help businesses of all sizes deliver exceptional customer and employee experiences.

Founded in 2010 and headquartered in San Mateo, California, Freshworks offers an integrated suite of Software-as-a-Service (SaaS) products that simplify customer support, sales, marketing, IT operations, legal and HR processes — all built on a unified platform.

 

The Freshworks platform offers benefits to organizations around the world with

 

  • Easy to implement and use
  • Affordable compared to traditional enterprise solutions
  • Scalable for small to large organizations
  • Built with modern UI/UX for faster adoption
  • Pre-built integration with email systems, remote access and collaboration tools with no extra charge
  • Omni-channel integration with all social media, chats, Line, WhatsApp, etc.
  • Life-time upgrade and support

Freshservice

Enhance Employee’s experience and Internal Operation Efficicency with Freshservice -IT Service Management (ITSM) & Business Process Management

Freshservice is a strong, modern ITSM , ESM (Enterprise Service Management) platform in the cloud that combines service desk, asset management, operations management, automation, and AI into one package. The system designed to offer organizations to streamline service delivery, empower self-service, reduce manual workflow burdens, and extend service management across departments.

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Freshservice’s Key Functionalities

  1. IT Service Management (ITSM)
    • Incident & request management: allows logging, routing, prioritizing tickets, tracking SLAs.
    • Change management: planning and controlling changes, integrating with CMDB, approvals.
    • Problem management: root-cause analysis of recurring incidents, linking incidents to problems.
    • Service catalog & self-service portal: users can request services via a portal; knowledge base for self-help.
  2. IT Asset Management (ITAM) & CMDB
    • Track hardware, software, cloud assets, licenses, lifecycle from procurement to disposal.
    • Configuration Management Database (CMDB) to map assets, service relationships, changes.
  3. IT Operations Management (ITOM)
    • Monitoring alerts, on-call scheduling, incident escalation, visualization of service health.
    • Consolidation of alerts from multiple tools, intelligent grouping of alerts.
  4. Project Management (PM)
    • Project management: Support Waterfall, Agile and Hybrid project methodologies
    • Integrated with MS project and other project management tools (including KANBAN) for tracking projects progress, assigning tasks and deliveries
  5. Automation & AI
    • No-code/low-code workflow automation: drag-and-drop workflows, automating approvals, ticket routing, etc.
    • Built-in AI features “Freddy AI”: for self-service, agent aid (drafting responses, summarizing tickets), insights for leaders.
  6. Enterprise Service Management (ESM)
    • The capability to extend beyond IT: HR, Finance, Facilities, Legal service teams can use the same platform for employee-facing services.
    • Segmented workspaces and workflows to maintain departmental autonomy but unify operations.
  7. Integrations, Mobile, Analytics
    • Pre-built Integrations with other tools: e.g., Slack, MS Teams, AWS, Google Workspace, and other apps via APIs.
    • Mobile app: for agents/users to access tickets/assets on the go.
    • Analytics & dashboards: track performance metrics, SLAs, service quality, identify trend
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Freshdesk

Freshdesk offers a strong, modern cloud customer support/help-desk platform which combines ticket management, workflow automation, customer self-service, omnichannel integration, and AI into one package. It’s designed to help organisations manage incoming customer inquiries (tickets), across channels, centralise the support process, provide self-service options, and leverage automation & AI to enhance efficiency

Freshdesk Key Capabilities

  1. Ticketing & Multi‐channel Support
    • All customer communications (email, phone, chat (Line, Whatsapp, Messenger),
      social media, web form) can be turned into tickets in one system.
    • Centralised agent workspace/shared inboxes so agents see all communications in one place.
    • Routing, prioritisation, assignment rules: tickets can be auto‐assigned based on skill, availability, load.
    • SLA (Service Level Agreement) management: tracking expected resolution times, escalations etc.
  2. Self-Service Portal & Knowledge Base
    • A customer‐facing portal where users can raise tickets, track status, search for articles.
    • Knowledge base (articles, FAQs) and community forums to allow customers to self-serve rather than wait for agent response.
    • Customization of portals (branding, themes, multilingual support) for tailored customer experience.
    • Customer Satisfaction Survey (CSAT) scoring, agent KPI, etc.
  3. Automation & AI
    • Workflow automation: you can set triggers (time‐based/event‐based) to execute actions (send response, reassign ticket, escalate).
    • AI capabilities branded as “Freddy AI”: includes assistance for agents (suggest responses, summarise tickets), customer-facing AI chatbots, insights for managers.
  4. Collaboration, Analytics & Integrations
    • Collaboration tools: internal notes, private threads, linking tickets, tasks for teamwork.
    • Analytics & reporting: dashboards to track agent performance, ticket trends, customer satisfaction.
    • Integrations: Freshdesk connects to many other systems (CRMs, telephony, chat, social, VOIP, etc).
  5. Security, Scalability & Multichannel/Omnichannel
    • The platform supports omnichannel handling (Web, email, chat, social media, voice) so you can meet customers where they are.
    • Enterprise-grade security features: SSL, role‐based access, IP whitelisting, etc.
    • Scales from small teams to enterprise level with larger support volumes, more channels, custom workflows.
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