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June 6, 2024
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How to Use Freshservice: A Comprehensive Guide


Freshservice is an easy-to-use IT service desk and ITSM solution designed using ITIL best practices that enables organizations to focus on exceptional service delivery. It helps manage incidents, service requests, changes, and more, ensuring an efficient IT service management experience. In the fast-paced modern workplace, having a reliable IT service management tool like Freshservice can significantly improve service delivery, reduce downtime, and enhance overall productivity.

Who is Freshservice for

Freshservice is designed for IT teams and service desks within organizations of all sizes. Its intuitive interface and robust functionality make it ideal for:

  • IT service management professionals
  • IT support teams
  • Network administrators
  • System administrators
  • IT managers

It can also benefit any organization seeking to streamline its IT operations and improve service delivery.

Key features

Freshservice boasts a wide range of features designed to make IT service management seamless and efficient. Here are some of the key features:

Incident Management

Freshservice allows you to effectively resolve issues and ensure service continuity with minimal disruptions. This feature enables you to categorize, prioritize, and assign incidents efficiently.

Service Catalog

The service catalog feature helps streamline service request fulfillment. End users can select and request services from a predefined catalog, making it easier for IT teams to track and manage these requests.

Change Management

With change management, you can manage changes across the organization with minimal risk. Track and manage change requests through a structured process, ensuring all changes are reviewed, approved, and documented.

Asset Management

Freshservice provides a comprehensive asset management system that helps track all your IT assets, including hardware, software, and licenses. This feature helps in managing asset lifecycles, ensuring compliance, and optimizing asset utilization.

Problem Management

Identify recurring issues and prevent them from happening again with problem management. Freshservice helps in root cause analysis and implementing solutions to avoid future incidents.

Release Management

Plan and control the movement of releases to test and live environments. Ensure new releases meet business requirements and are delivered successfully.

Knowledge Base

Empower your team and end-users with a rich knowledge base. Document solutions to common problems and provide self-service options to reduce the volume of tickets.

Best use cases

Freshservice excels in various scenarios, making it a versatile tool for different teams and industries:

IT Support Teams

For IT support teams, Freshservice provides a structured approach to managing incidents, service requests, and changes. It helps improve response times and ensures higher service quality.

Educational Institutions

Schools and universities can use Freshservice to manage their IT infrastructure efficiently, handle student and faculty service requests, and track IT assets across campuses.

Healthcare Organizations

Hospitals and clinics can streamline their IT service management, manage medical equipment, software, and hardware efficiently, and ensure compliance with industry regulations.


Large enterprises benefit from Freshservice by centralizing their IT service management processes, managing multiple service desks, and aligning IT services with business objectives.

Getting started

  1. Sign Up for Freshservice:

   Visit the Freshservice website and sign up for a free trial or choose a plan that fits your needs.

  1. Set Up Your Service Desk:

   Upon signing up, you'll be guided through the initial setup. Customize your service desk by adding your company’s branding, configuring email settings, and setting up your support portal.

  1. Configure ITIL Modules:

   Enable and configure ITIL modules such as incident management, service request management, change management, problem management, and asset management according to your organization’s requirements.

  1. Create Service Catalog:

   Define and create service catalog items that your end-users can request.

  1. Add Team Members:

   Invite your team members to Freshservice. Assign roles and permissions based on their responsibilities.

  1. Implement Automation:

   Set up automation rules for ticket routing, escalations, and notifications to streamline workflows and improve efficiency.

  1. Build Knowledge Base:

   Start building your knowledge base by documenting solutions to common problems and frequently asked questions.

Tips and best practices

Maximize the benefits of Freshservice with these practical tips and best practices:

  • Automate Repetitive Tasks:

  Use Freshservice’s automation capabilities to reduce manual effort and speed up resolution times.

  • Leverage the Knowledge Base:

  Encourage your team to document solutions and use the knowledge base actively. This can help in quick ticket resolution and provide self-service options to end-users.

  • Regular Training:

  Conduct regular training sessions for your team to ensure they are well-versed with Freshservice’s features and best practices.

  • Monitor and Analyze:

  Use Freshservice’s reporting and analytics features to monitor key metrics, identify trends, and make data-driven decisions to improve service delivery.

  • Integrate with Other Tools:

  Integrate Freshservice with other tools and platforms your organization uses to create a seamless workflow.

Integration with Guru

Freshservice integrates seamlessly with Guru, enhancing its capabilities with Guru’s AI search functionality. Here’s how the integration works and the benefits it offers:

How the Integration Works

Guru integration enables Freshservice users to access information stored in Guru directly within their Freshservice environment. This creates a unified knowledge management system where users can find the information they need without switching between platforms.

Benefits of Using Freshservice with Guru

  • Proactive Answer Delivery:

  Guru’s AI search delivers relevant answers instantly, reducing the time spent looking for information and improving response times.

  • Single Source of Truth:

  The integration creates a centralized repository of information that is easily accessible, ensuring consistency and accuracy in the information shared across the organization.

  • Enhanced Productivity:

  With Guru’s AI capabilities, employees can find answers to their questions quickly, reducing dependency on teammates and allowing for smoother workflows.

  • Improved Onboarding:

  New employees can find all the necessary information in one place, making the onboarding process more efficient and less time-consuming.


Freshservice is a robust IT service desk and ITSM solution that empowers organizations to deliver exceptional service. Its user-friendly interface, comprehensive features, and adherence to ITIL best practices make it an invaluable tool for IT teams and service desks. By integrating Freshservice with Guru, you can further enhance your organization’s productivity and efficiency, ensuring a seamless flow of information and improved service delivery. Explore Freshservice today and experience the benefits it brings to your IT service management processes.

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