introduction

Introducing Freshservice, our new ITIL Service Desk Product

Written by on January 21, 2014

I’m super excited and proud to announce Freshservice – a brand new product from Freshdesk, which is an online ITIL Service Desk.

At its core, Freshservice is a customer support platform too – it focuses on solving an organization’s internal IT problems. IT Managers and Admins can use Freshservice to provide awesome support for their end users.

Why a new product? Why not just Freshdesk?

If you are asking yourself this question, you are not alone.

Ever since the launch of Freshdesk in June 2011, we’ve always seen a significant number of our customers use it for internal IT support (and not for customer support). In fact, our very first customer was a college from Australia using Freshdesk to track IT requests from students and teachers.

But when we started building more and more sophisticated customer support features in Freshdesk (think Twitter and Facebook support, community management, integrations with CRMs, email marketing tools etc.) we realized that these functionalities did not make any sense for people using Freshdesk for internal IT support.

Instead of trying to upsell our ticketing system to them, we decided to build a full-fledged Service Desk that will offer a more attractive solution to IT departments who are looking for next generation ITSM tools. After a year of development, testing and UI refinement – the Freshservice team (a startup within a startup, yeah!) is proud to lift the covers off and unveil their product to the world today – with a shiny new user experience and awesome out-of-the-box ITIL capabilities!

What’s fresh in Freshservice?

Since we’re the newest kids on the block, we also wanted to bring something new to the market (startups are supposed to change the world a little bit, don’t you think?). We looked around the world of IT Support, talked to our own beta customers and it kept coming back to one thing – IT Support is a boring and thankless job! We’re planning on changing that- the reason why we brought in gamification features to the Service Desk to make IT Support fun!

We think this is big and we are thrilled with the early feedback and love that Freshservice is generating from early beta customers.

Of course, you don’t have to take our word for it. Sign up for Freshservice today and give it a spin. We’d love to know what you think.

Happy supporting!

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  • James Mulvaney

    This looks promising. We are an IS Shop and use Freshdesk purely for IT Support to our users. Started to feel that Freshdesk was no longer for us and was about to start looking for something more ITIL aligned. By chance I came across this post. Talk about timing! Is there a way to migrate from Freshdesk to Freshservice?

    • freshdesk

      Hey, James! Right now, there’s no easy way to migrate(like one click, a few minutes and you’re done!) but we’re working on that! Support will be in touch with you shortly about this.