Freshworks, Inc.

Freshservice ITSM Service Desk: Employee Engagement Suite

Affordable, configurable, ITIL V aligned, IT Service Desk (ITSM) software solution featuring intuitive UI, robust ticketing, a self-service portal with service catalogue & knowledge management, enterprise reporting, rich integration capabilities, Asset Management, smart automation and Artificial Intelligence/ Machine Learning capabilities. Optional Live Chat (Freshchat) and Call Center (Freshcaller) software integrations.

Features

  • Supports email, phone, live chat, support portal, mobile app, SDK
  • Advanced workflow automation
  • Customer satisfaction surveys, plus advanced analytics and reporting features
  • Configuration Management Database (CMDB), Asset Management
  • Native application integrations, API access
  • Problem Management, Change Management, Release Management and Project Management
  • Freshcaller: Call routing, Real-time Supervisor Dashboard, and Call Reporting
  • Freshchat: Advanced chat routing and chat assignment
  • Frechchat: Bot Integration and agent handover
  • Freshchat: Whatsapp/Apple business chat integration

Benefits

  • Brings all conversations to one place, allowing remote customer support
  • Improve agent productivity by automating assignment rules, escalation process, etc.
  • Track and improve support metrics and measure helpdesk performance
  • Manage assets centrally, with auto-discovery, updates and contract management
  • Powerful user self-service portal, tightly integrated knowledge base
  • Mobile apps for iOS and Android, available via mobile browsers
  • Freshcaller: All calls with notes, voicemails attached with service requests
  • Freshcaller: Custom IVR and routing to handle emergencies and outages
  • Freshchat: smart plugs pull relevant customer data from CRM

Pricing

£15 per person per month

Service documents

Framework

G-Cloud 11

Service ID

2 7 8 7 0 0 1 1 5 9 7 7 4 5 8

Contact

Freshworks, Inc.

Simon Johnson

07496 399044

simon.johnson@freshworks.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Private cloud is not offered. Solution cannot be hosted.
System requirements
  • Chrome (v.30+), Firefox (v36+), Safari (v6.1+), IE (v10+ and Edege)
  • Mobiel App - Android (4.4+) and IOS (7+)
  • Internet connectivity
  • For Probe: 1GB Ram, Windows 10
  • Windows Server 2008 R2 SP1, Windows Server 2008 SP2
  • Windows Server 2012 and Windows Server 2016, NET 4.6
  • Discovery agent: .NET 4.6
  • Freshchat: Chrome (v.49+), Firefox (v52+), Safari (v10+), IE (v11+, Edge)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response Time (Business Hours)
Urgent - 1
High - 2
Medium - 4
Low - 6

Resolution Times (Business Hours)
Urgent - 12 hours
High - 24 hours
Medium - 48 hours
Low - 72 hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Our web chat is text only which is usable through screen readers and inputs using accessibility settings which are provided by all computer providers. We don't have time based content or image/audio/video inputs.
Web chat accessibility testing
N/A
Onsite support
Onsite support
Support levels
Support is available through email, phone, chat and web session. Support service is free. For strategic accounts, Technical Account Manager and Customer Success Managers are provided
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Most of the options are explained via in-app tour buttons. A dedicated UK product expert is available over phone or e-mail to offer advice/guidance regarding initial configuration, training, any customization requirements, implementation, and on-going support. Based on discussions with the UK Office, onsite support can also be agreed. Support costs are included within the license costs and thus the buyer will not incur any additional charges for implementation or ongoing support
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users can export data as XML towards the end of their contract. Data can also be extracted via CSV. Freshchat: Productivity and customer satisfaction report can also be pulled. Freshcaller: Customers can export their call logs and metrics before they delete the account
End-of-contract process
Users can export the data and unsubscribe from the plan. If they renew, the chosen plan and pricing is applicable. Customers may export all Service Data prior to the termination of the Customer’s Account. In any event, following the termination of Customer’s Account by either party, subject to (ii) and (iii) below and the Service Agreement, Service Data will be retained for a period of 14 days from such termination within which Customer may contact Provider to export Service Data; (ii) where the Controller does not use custom mailbox and uses the e-mail feature, if available within the Service(s), e-mails forming part of Service Data are automatically archived for a period of 3 months; and (iii) logs are archived for a period of thirty (30) days in the log management systems, post which logs are retired to a restricted archived cold storage for a period of eleven (11) months (each a “Data Retention Period”). Beyond each such Data Retention Period, Processor shall delete all Service Data in the normal course of operation except as necessary to comply with Processor’s legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements. Service Data cannot be recovered once deleted.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Freshservice and freshchat are available as a mobile app. Wth respect to end users, functionality remains the same. For agents, Service Request, Approvals, Incident, Change, Task and Asset Management are available
Service interface
Yes
Description of service interface
Freshservice provides all employees (requestors, agents and administrators) with a simple and user-friendly UI. Freshservice provides requestors with a self-service portal to raise incidents, request services, browse the KB and view ticket history. The portal can be customised extensively, either through simple logo/favicon changes or a deeper modification of the HTML and CSS. For agents, collision and collaboration tools can be easily used within the UI to improve productivity and efficiency. Moreover, simple drag and drop form field, and workflow, creation can be utilised by administrators to quickly set up effective information gathering and ticket inflow.
Accessibility standards
None or don’t know
Description of accessibility
Users can work with the service using screen reader software and accessibility tools available through most common computer operating systems.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Freshservice's APIs belong to the REpresentational State Transfer (REST) category. This allows you to perform "RESTful" operations like read, modify, add or delete data from your service desk. Maximum number calls per hour depends on the plan you choose and starts from 1000 calls per hour. Also Freshchat APIs can be used to integrate with third party bots, custom widget front end, CRMs, Helpdesks through POST and GET APIs. Freshcaller will support APIs/Webhooks necessary for third party apps by Q3 2019
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Portal in Freshservice can be customised such as Brand, favicon etc. Users with knowledge on jQuery,Java script can customise the entire portal. There are also additional JSON-based app capabilities on the Agent App Marketplace that allow you to customise the behaviour on the ticketing side of the product. Also Freshchat widget can be customised - appearance, logos, widget size, button. The categories and FAQs in the widget can be customised according to the relevance on the website or app.

Scaling

Independence of resources
Freshservice's application architecture is designed using a multi-tiered architecture and Elastic Server Technology that will scale with the demand seamlessly. Customers are not affected by other customer activity. For Freshchat, Capacity Management process is established to ensure there is continuous harmony between Business capacity management (strategic and forecasting) and Service capacity management (tactical). The capacity management process carried out by the Cloud Infra is to make sure the application is available 24x7 round the year, except during the planned downtime.

Analytics

Service usage metrics
Yes
Metrics types
SLA Metrics, Ticket Volume, FCR, FTR, CSAT report, Agent Performance, Load Analyis, Asset Type, Changes by Type. Approval Report for Change
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Data at rest is encrypted using AES 256 bit standards (key strength - 1024), with the keys managed by AWS Key Management Service.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Users can export data as XML towards the end of their contract. Data can also be extracted via CSV. Freshchat: Productivity and customer satisfaction report can also be pulled. Freshcaller: Customers can export their call logs and metrics before they delete the account
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.8% Uptime (If the Availability of Freshservice for a given month is less than the applicable Uptime Commitment, but 99% or higher, Customer will receive a 10% service credit for such month. If the Availability of Freshservice for a given month is 98% or higher but lower than 99%, Customer will receive a 25% service credit for such month. If the Availability of Freshservice for a given month is lower than 98%, Customer will receive a 50% service credit for such month.

In the event Customer is not current in its payment obligations when an outage occurs, remedies will accrue, but service credits will not be issued until Customer becomes current in its payment obligations.

To receive service credits, Customer must submit a written request to support@freshworks.com, within 30 days after the end of the month in which Freshdesk failed to meet the Uptime Commitment, or Customer’s right to receive service credits with respect to such unavailability will be waived.
Availability based on each calendar month). Refund policy are available in the agreed SLA document
Approach to resilience
We are hosted in AWS cloud, which has tested DR BCP procedures in place (see AWS documentation for more details). Data in our data centers are hosted in multiple Availability Zones and data is backed up at all times.
Outage reporting
We have a Publicly Accessable Dashboard highlighting performance and up/downtime (link can be sent upon request) Freshdesk and freshchat will respond to Customer via phone and email in the event of “urgent” and “high” priority support requests and via email for all other support requests.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
We can restrict Freshservice to certain domains or IPs. Also, agent access to tickets can be restricted based on the Group policies and restrictions.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Less than 1 month
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
20/01/2017
What the ISO/IEC 27001 doesn’t cover
The Information Security Management System covers Freshdesk Cloud Services, DevOps, Network Operations Center, Customer Support & Pre-sales functions and supporting processes Viz. IT Support, Admin, HR and Legal. It does not cover our Sales or Marketing teams.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • SOC 2 TYPE II Certificate
  • ISO 27001
  • UK Cyber Essentials
  • EU-US privacy shield compliance

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Freshservice is certified for ISO 27001 by BSI. We have comprehensive information security practices in place that cover physical, network and application security. At the product level, the features undergo stringent security testing by Security experts before deployed. At the organisation level, the security engineers are regularly trained on security practices. More information can be provided upon signing an NDA

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Changes to the application, infrastructure, web content and deployment processes are documented extensively as part of an internal change control process. The security review mandates that each version is compliant with the company’s internal ISMS policies.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We have a dedicated NOC team that monitors our application at all times and responds to alerts on a real-time basis. Security patches are deployed within set timelines of being released and all application changes go through stringent security checks before changes go live. In addition, we regularly conduct external VAPTs on our application and network.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our security and NOC teams monitor our network and application in real-time. Any threats detected trigger an alert which is assigned to security personnel. We have defined internal SLAs in place for incident management
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Incident Management implemented to ensure timely and appropriate response to actual or attempted security incident or breaches. Any employee who has either noticed or suspects an information security incident in violation to the Information security policy has to bring it to the notice of Incident Management Team, responsible for recording, reporting, tracking, responding, resolving, monitoring, reporting, and communicating about the incidents to appropriate parties in a timely manner, headed by the
Information Security Officer. Incident Management team shall analyse them and take immediate steps to resolve it. Freshworks Security team uses Freshservice internally to report and manage incidents.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£15 per person per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We offer a 21-day fully-functional free trial of Freshservice platform on any plan, and seperate 30 day trail for Freshchat. Our product experts guide you through your evaluation, also free-of-charge - may include onsite support. After the given evaluation period, you can select a plan to continue using the product.
Link to free trial
Freshservice: https://freshservice.com/signup Freshchat: https://www.freshworks.com/live-chat-software/

Service documents

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