Top Freshservice Alternatives

IT infrastructure management forms a significant part of the business management vertical. IT plays a key role in the day-to-day smooth running of a company’s operations and therefore, the upkeep of IT infrastructure becomes crucial. To streamline the IT infrastructure management, organizations and companies around the world use IT helpdesk tools like Freshservice. The tool offers a variety of features that help the users in creating coherent workflows that allow better management and maintenance of IT assets in an organization.

Incident and SLA management

Features like incident management allow users to track, prioritize, and assign tickets to different service agents. The feature also offers users the option to provide support across multiple channels using a common dashboard. Additionally, users can also classify tickets based on metrics such as urgency, impact, and criticality. Apart from these, the tool also offers Service Level Agreement (SLA) management and knowledge management features. The SLA management features help users in defining custom SLAs according to their requirements and also set deadlines for various tasks.

Knowledge management

While the SLA management features enable users to deliver consistent levels of quality work, the knowledge management features help users to build a database of knowledge. The knowledge database can be used by employees to gain insights from historical incidents and not make the same mistakes again. It also helps them in formulating SOPs, that need to be followed in case of the reoccurrence of such incidents. Apart from these, the tool also offers other features like problem management, change management, and release management.

Inventory and lifecycle management

These features allow users to devise workflows that ensure faster resolution queries and automate several tasks associated with these processes. Inventory and lifecycle management features that allow users to track the various IT assets of the organization are also offered by the tool. The users can also use these features to evaluate the value and lifecycle of various IT assets. Overall, the tool offers a range of IT support and maintenance features that help users to ensure continuous upkeep of IT infrastructure and ensure seamless day-to-day operations.