Freshworks Moves Deeper Into IT With FreshService Unified Incident Response

Customer experience software provider Freshworks has announced it is moving deeper into the IT operations management market with new capabilities to its Freshservice IT service desk platform designed to help IT and engineering teams respond to incidents and reduce downtime.

Announced during Freshworks’ Refresh conference Thursday, the new Freshservice capabilities aim to unify incident response management with AI-enhanced alerting to help businesses anticipate service disruption and minimize impact, the company says.

Freshworks’ upgraded capabilities of the Freshservice platform are designed to help IT teams in organizations of any size focus on fixing the underlying problem rather than spending hours spotting critical alerts and creating or routing tickets, the company says.

Specifically, the company is introducing on-call management to help IT teams immediately respond to incidents and kickstart collaboration between IT teams and devops to prevent service outages.

And, the company is adding automated alert grouping to the platform that leverages machine learning to help identify the most pressing issues first and minimize business impact.

In a statement, Prakash Ramamurthy, chief product officer at Freshworks, said the hybrid work model has necessitated the need for IT systems that ensure high service availability.

“By unifying major incident response and IT service request management in one easy to use system, we’re expanding our footprint in a market where modern affordable applications differentiate us amid a sea of costly and complex third-party software,” said Ramamurthy.

According to Freshworks, the Freshservice platform also directly integrates with the company’s Freshdesk platform to unify customer support and internal IT teams

The company lists Coupa, Databricks, TaylorMade, Vice Media, Shopify, RingCentral, PowerSchool and Multichoice as some of its 10,000 Freshservice customers.

The new capabilities will be available this month.

Also during its Refresh conference, the company announced Freshstack, a customer relationship management platform built for startups.

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