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Integration of Freshservice offers a host of ITIL-aligned features, workflow automation, and powerful analytics, all accessible through a clean and intuitive interface. Also, Freshservice, ITSM software by Freshworks, streamlines workflow management and improve response time by 38 percent in a year.
The integration with Freshservice allows over 150 IT support agents, to streamline workflow management for over 10,000+ employees across its 19 subsidiaries, enabling them to seamlessly work across geographies. The integration is supported by AI-powered self-service, an employee-facing mobile app, that resolves IT issues swiftly with immediate ticketing of incidents and requests whenever and wherever they occur.
Increased insights into how service management team are working, map their productivity and effectiveness – letting IT support managers identify areas to focus to improve employee onboarding and service resolution.
Added contextual support- IT service agents can start a remote session to troubleshoot an end-user or customer problem from within Freshservice, where the agent has context about the issue across group companies.
Average response time reduced from 7.5 minutes in 2017 to 5.4 minutes in 2018 — a 38% improvement in the average … Read More...