Enterprise-grade ITSM, for every business by freshworks

CIHS is proud to introduce Freshworks’ Freshservice, an AI-powered, unified IT and employee service management solution that is simple to use and easy to scale. Freshservice offers comprehensive capabilities for managing IT services and extends seamlessly to non-IT teams as well. This all-in-one platform helps streamline IT processes, keep assets in check, and empower teams to collaborate efficiently. Our partnership with Freshworks strengthens our ability to provide intuitive, flexible solutions that enhance employee experience, boost agent productivity, and improve service delivery across your entire organisation.

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Key Features
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Use Cases

Empower your IT with freshworks

Intuitive Consumer-Grade Service

Modernise your employee engagement with integrated support channels and AI-driven service management. Rapidly deploy a solution targeted towards fast time to value and end-user adoption.

Incident Management

Route incidents intelligently and give your technicians all the tools they need to resolve incidents in a single screen experience. Drive service efficiency with automations and AI.

SLA Management

Set multiple SLA policies for different business hours or incident categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.

Knowledge Management

Extend your knowledge base to assist end users and deflect incidents. Extend the knowledge base beyond IT by integrating 3rd party information and other internal content management systems to create a powerful knowledge base. 

AI-Powered Service Management

Support end-users with powerful chatbots, enhance agent productivity with intelligent suggestions and gain powerful insights with AI-driven analytics. Freshworks AI is easy to deploy and delivers immediate value. 

Sandbox

Set up copies of your production environment to change, test, and deploy configurations without affecting your users. Train your new users and promote hands-on learning without the risk of disruptions.

freshworks also offers:
  • Unified Service Catalog
  • Problem Management
  • Change Management
  • Release Management
  • Workload Management
  • Workspaces
  • Support Portal
  • Knowledge Base
  • Workflow Automation
  • Employee Onboarding
  • Alert Management
  • Project Management
  • Alert Management
  • Cloud Management
  • Major Incident Management
  • Integrated CMDB
  • Contract Management

What is Freshworks best for?

Freshservice leverages artificial intelligence to transform IT operations and service delivery. The platform's embedded AI capabilities automate routine tasks, intelligently categorise tickets, and provide predictive insights. This smart approach significantly reduces resolution times and allows service teams to focus on high-value activities rather than repetitive tasks.

Enhance employee experience with a unified approach to service requests across multiple channels. Freshservice enables users to submit and track requests through email, self-service portal, chat, or mobile app, creating a consistent experience regardless of how they choose to engage with IT services.

Extend IT service management best practices to other departments including HR, Facilities, Legal and Finance. Freshservice's flexible workflow engine allows for easy adaptation to various business functions without compromising functionality, creating a unified service experience across the organisation.

Gain comprehensive visibility and control over your IT assets from procurement to retirement. Freshservice's asset management capabilities help organisations track hardware and software assets, manage licenses, automate audits, and identify opportunities for cost optimisation throughout the entire lifecycle.

Reduce ticket volume and improve user satisfaction with a modern, intuitive self-service experience. Freshservice's service catalogue and knowledge base empower users to find solutions and request services without IT intervention, dramatically improving first-time resolution rates and user adoption.

Why Partner with CIHS for freshworks

When you're adopting a comprehensive IT Service Management (ITSM) solution like freshservice, the value of an experienced and reliable consultancy partner cannot be overstated. CIHS Solutions experience and knowledge of freshservice positions us your go-to consultancy and integration partner, dedicated to helping you maximise the potential of your ITSM toolsets.

As an authorised partner for freshworks, CIHS offers competitive pricing, passing on the benefits of our licence savings directly to you. We pride ourselves on our consultancy and integration expertise. When you reach out to us, you’ll be speaking with a consultant who understands your needs, not just a sales professional.

Our virtual administration service is designed to efficiently manage your freshworks implementation, whether it's on-premise, SaaS, or CIHS hosted. Our flexible virtual admin contracts allow for tailored support, ensuring your freshservice system is always performing optimally.

CIHS’s approach to configuration and consultancy is as versatile as your needs. Whether it’s a single-day engagement or a fully managed project, our scalable process includes comprehensive documentation and training solutions. Our goal is to help you realise the full capabilities of freshservice, leveraging its features to benefit your entire business.

We don't just stop at providing the platform. Our team is continuously working on integrating our products, such as advanced virtual agents, with freshservice. Our aim is to ensure that popular integrations and configurations, including advanced automation, AIOps, and CMDB management tools, are readily available within your freshservice environment. This integration extends to creating a seamless ecosystem with your existing tools and processes.

Powering Next-Gen Companies

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