Freshservice for Business Teams
Uncomplicates service delivery for business teams without requiring ITSM implementation.
Executive Summary
Freshservice for Business Teams by Freshworks is a service delivery solution designed to streamline operations for non-IT departments such as HR, Finance, and Legal. It aims to uncomplicate service delivery by providing a unified platform for managing requests, automating workflows, and improving employee experience, all without the need for a full-fledged ITSM implementation. This allows business teams to leverage robust service management capabilities tailored to their specific needs, enhancing efficiency and collaboration across the organization. The platform integrates with existing tools and prioritizes security and compliance, ensuring data protection and adherence to global regulations like GDPR and SOC 2.
Use Cases
- HR Service Delivery
- Finance Request Management
- Legal Operations Support
- Facilities Management
- Employee Onboarding/Offboarding
Features
Visibility
- Unified Service Portal: A single portal for employees to submit and track requests across all business functions.
- Customizable Workflows: Tailor service request workflows and forms to match the unique processes of HR, Finance, and other teams.
- Knowledge Base Management: Create and manage self-service knowledge articles to empower employees and reduce agent workload.
Intelligence
- AI-Powered Ticket Routing: Automatically routes incoming requests to the correct team or agent based on content and context.
- Smart Suggestions: Provides agents with intelligent suggestions for resolutions, knowledge articles, and similar tickets.
- Performance Analytics: Offers insights into service delivery metrics, identifying trends and areas for improvement.
Support
- Multi-Channel Request Submission: Employees can submit requests via portal, email, or chat for convenience.
- SLA Management: Define and track Service Level Agreements to ensure timely resolution of requests.
- Agent Collaboration Tools: Enable agents to collaborate on tickets, share information, and resolve issues faster.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- SaaS
- Authentication
- SSO/SAML, MFA
- API Available
- Yes
Integrations
- Slack
- Jira
- Microsoft Teams
- Azure AD
- Zapier
Security & Compliance
Certifications: SOC 2, ISO 27001, GDPR
Encryption: Data encryption at rest and in transit
Pricing
- Model
- Per agent, per month
- Starting Price
- $49/agent
- Target Customer
- Mid-Market,Enterprise
- Contract Type
- Monthly or Annual
About Freshworks
Freshworks is a cloud-based software-as-a-service (SaaS) company that provides customer engagement, IT service management, and sales automation solutions. Their enterprise-grade solutions are designed to be easy to use and leverage AI to deliver exceptional customer and employee experiences.
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