Freshservice – Modern ITSM System with AI-Driven Automation
Complete IT Service Management with Freddy AI, CMDB, asset management and ITIL processes
Modernize IT Support with AI-Powered ITSM System
Freshservice is a complete ITSM system that combines ITIL best practices with Freddy AI to automate up to 65% of IT tickets and save hundreds of work days annually.
Freshservice is a modern ITSM system that gives IT departments powerful tools for incident management, problem management, change management and asset management. With Freddy AI, your IT technicians get intelligent automation that handles routine tickets around the clock via Slack and Microsoft Teams. As a certified Freshservice partner and Freshworks Premium Partner, scaly helps Swedish organizations implement a service management system that reduces costs and increases user productivity.
scaly is a certified Premium Partner for Freshworks in Sweden
Freshservice ITSM-system demo
Simplify Your ITSM with Freshservice
Freshservice helps you gather all IT-related processes and assets in one place for more efficient management and better user experiences.
AI-Driven ITSM with Freddy AI
Automate 65% of tickets with AI agents and intelligent automation
Complete Asset Management
CMDB, asset lifecycle and automatic discovery in one platform
Fast Implementation
Get started in 2-4 weeks with our proven implementation methodology
1000+ Integrations
Microsoft Teams, Slack, Azure DevOps, Jira and open API
Fast ROI and Measurable Benefits
Freshservice delivers quick value by streamlining IT processes, reducing manual work, and improving user experience
Faster Ticket Resolution
With automated categorization and prioritization, ticket resolution time decreases dramatically.
Lower Support Costs
Self-service, automation and AI reduce the need for manual handling and lower costs.
Increased Self-Service Rate
Users solve more problems themselves through knowledge articles and chatbots.
SLA Compliance
Automatic reminders and escalations ensure SLAs are consistently met.
Fewer Recurring Problems
Problem management and root cause analysis eliminate recurring incidents.
Increased User Satisfaction
Faster solutions and better service lead to happier users.
ITIL-Aligned Processes
Freshservice supports all core ITIL processes with built-in best practices and customization options
Incident Management
Fast and efficient handling of IT incidents with automatic prioritization and routing to the right specialist
Problem Management
Identify root causes of recurring problems and implement permanent solutions
Change Management
Controlled change processes with risk assessment and approval workflows
Asset Management
Complete lifecycle management of IT assets from purchase to disposal
Powerful Features for Modern ITSM
Freshservice offers all the tools modern IT departments need to deliver outstanding service, manage assets, and drive digital transformation
Freddy AI – Intelligent Support
Automate repetitive tasks, discover trends in tickets and deliver proactive solutions with built-in AI that continuously improves over time.
Advanced CMDB
Visualize relationships between IT components, automate asset discovery, and create a real-time picture of your IT infrastructure with powerful impact analysis.
Complete Asset Management
Track the entire lifecycle of IT assets from purchase to disposal, manage software licenses and automate compliance checks.
Robust Workflow Management
Create custom workflows without code, automate complex approval processes and connect all parts of your ITSM process.
Advanced No-Code Analytics
Create custom dashboards and reports without programming skills, gain insights into trends and identify improvement opportunities.
Enterprise Service Management
Extend the ITSM model to HR, finance and other departments with custom portals and workflows for each team.
Why Choose Freshservice?
ITIL Alignment
Follow best practices with built-in processes for incident, problem, change and release management.
Advanced CMDB
Map relationships between IT components with a visual Configuration Management Database that updates automatically.
Freddy AI
Leverage AI to automate categorization, prioritization and suggest solutions to tickets with continuous learning.
Enterprise Service Management
Extend the ITSM model to HR, finance and other departments on a unified platform.
Freddy AI – Intelligent IT Support Around the Clock
Freddy AI is Freshservice's built-in AI engine that revolutionizes IT support through automation and proactive insights.
Freddy AI Agent delivers personalized IT support 24/7 via Slack and Microsoft Teams with up to 65% ticket deflection rate. The AI engine analyzes tickets, identifies root causes and suggests solutions.
- ✓AI agent via Slack and Microsoft Teams around the clock
- ✓Intelligent Related Changes – identify root causes automatically
- ✓Automatic ticket summary and resolution notes
- ✓AI Copilot for agents with response suggestions
- ✓Help Article Generator for automatic knowledge base
- ✓Proactive incident management with DEX integration
Extend ITSM Across the Organization
Bring together IT, operations and all business departments on a single platform to create seamless service across the entire organization.
Enterprise Service Management with Freshservice enables all departments to deliver the same high quality service as the IT department.
- ✓Custom portals for each department
- ✓Department-specific SLAs and rules
- ✓Consistent user experience across the organization
- ✓Centralized reporting and analytics
Expert Recognition
Freshservice is recognized by industry experts for its superior combination of built-in AI, usability, scalability and value
Gartner Magic Quadrant
Leader for ITSM
G2 Leader
4.7/5 customer rating
Forrester Wave
Strong performer
"Freshservice combines powerful ITSM functionality with outstanding usability, making it an excellent choice for organizations looking to modernize their IT service."
- IT Industry Analyst Report 2024
Why Choose scaly as Implementation Partner?
A successful implementation is about more than just choosing the right product - it also requires the right partner.
Certified Expertise
As a certified Freshworks Premium Partner, our consultants have the highest level of product expertise and industry experience.
Proven Methodology
Our structured implementation process ensures fast, secure and successful deployment with minimal disruption.
Local Support
We offer implementation, training and support in Swedish, with understanding of local needs and conditions.
Explore Freshservice
Click on each feature to see how Freshservice can help your IT team
Enterprise-Class Features – Not Complexity
Give your IT teams a platform they actually like – one that handles all needs for service desk, asset management and infrastructure management with built-in AI.
Less Waiting, Faster Time to Value
Deliver value from day one with a unified platform that helps you configure, provide support and scale up quickly.
AI That Helps, Not Replaces
Freddy AI helps your teams by automating routine tasks, delivering insights and providing personalized support that is always available.
Innovation Without Hidden Costs
Coordinate IT and cross-functional teams on one platform – without hidden fees or surprise add-ons.
Comprehensive ITSM Functionality
Freshservice offers a wide range of features to handle all aspects of modern IT Service Management
Efficient IT Ticket Management
Automate workflows for IT support tickets, categorize and prioritize issues, and route them to the right specialists.
Change Management and Release Management
Minimize risks and implement changes in the IT environment in a controlled manner.
Comprehensive Asset Management (ITAM)
Keep track of all hardware and software in the organization with Freshservice Asset Management.
Service Catalog with Self-Service
Create a user-friendly portal where users can easily order IT services, hardware, or software.
Problem Management and Root Cause Analysis
Identify patterns in recurring incidents and address underlying problems.
Major Incident Management
Handle critical incidents efficiently with special workflows, communication plans and role-based responsibilities.
Project Management
Integrate project management directly into the ITSM platform to handle major changes, implementations and improvement initiatives.
SLA Management and Reporting
Define detailed service level agreements with multiple measurement points, automatic escalation and proactive alerts.
What Our Customers Say About Freshservice
“scaly helped us to evaluate ITSM and support products from Freshworks. They helped us to implement Freshdesk for our customer support at Forefront Act and Freshservice as the internal ITSM solution at Forefront Group. The migration from our old solution was seamless and the training of agents excellent. We are very happy with the support from scaly...”
Forefront Group
“scaly helped us migrate from our existing case management system to Freshdesk and Freshservice. We at ByggDialog are satisfied with scaly's customer focus, their realistic timeline, their follow-up, and their availability throughout the project.”
Byggdialog
Betrodda av ledande företag
Frequently Asked Questions About Freshservice ITSM System
What is Freshservice as an ITSM system?
Freshservice is a modern, cloud-based ITSM system from Freshworks that supports ITIL processes such as incident, problem, change and asset management.
How does Freshservice differ from Freshdesk?
Freshdesk is designed for external customer support, while Freshservice is a complete ITSM system for internal IT service management.
How does Freddy AI work in Freshservice?
Freddy AI is Freshservice's built-in AI engine that automates IT support around the clock via Slack and Microsoft Teams.
What does Freshservice ITSM system cost?
Freshservice has transparent pricing: Starter from $19/agent/month, Growth from $49/agent/month, Pro from $89/agent/month, and Enterprise from $109/agent/month.
How long does Freshservice implementation take?
With our proven methodology, most organizations can be up and running with basic ITSM functionality within 2-4 weeks.
Can Freshservice be used for Enterprise Service Management (ESM)?
Yes, Freshservice is perfect for ESM where HR, finance, facility management and other departments can use the same platform.
What integrations are available for Freshservice?
Freshservice offers over 1000+ integrations including Microsoft Teams, Slack, Azure DevOps, Jira and more.
Freshservice – Leading ITSM System for Nordic Companies
Freshservice is a modern ITSM system from Freshworks that helps Swedish organizations digitize and streamline IT support and service processes.
As a complete ITSM system, Freshservice supports all ITIL processes including incident, problem, change, release and asset management.
Freshservice excels in Enterprise Service Management where HR, finance, facility management and other departments can use the same platform as IT.
As a certified Freshservice partner and Freshworks Premium Partner in Sweden, scaly helps organizations implement and optimize their ITSM system.
Ready to Modernize Your IT Service Management?
Let us show you how Freshservice can streamline your IT department and deliver measurable results in a short time.