Freshworks, Inc.

Freshservice ITSM Service Desk Software

Freshervice is an affordable, configurable, ITIL V3.0 aligned, IT Service Desk (ITSM) software solution. Featuring an intuitive user interface (UI), powerful Asset management capabilities, robust ticketing, Incident & escalation management & detailed reporting capabilities.

Features

  • Supports email, phone, live chat, support portal, mobile app, SDK
  • Mobile apps for iOS and Android
  • Advanced workflow automation
  • Customer satisfaction surveys
  • Advanced analytics and reporting features
  • Native integrations with 30+ applications and API access
  • Follows the ITIL Framework
  • CMDB, Asset Management
  • Service Catalogue
  • Contract Management

Benefits

  • Brings all conversations to one place
  • Support customers from anywhere
  • Improve agent productivity by automating assignment rules, escalation process, etc.
  • Measure the performance of your helpdesk
  • Understand, track and improve support metrics
  • Smooth workflows with connections to CRM, invoicing systems, calendar, etc.
  • Trusted ITSM Framework following Incident, Problem, Change and Release Management
  • Manage assets centrally, with Probe, keeping assets up to date
  • Leading customer portal allowing seamless services execution by customers
  • Manage all software and hardware contracts from one central place

Pricing

£10 per person per month

Service documents

G-Cloud 9

666960171065010

Freshworks, Inc.

Simon Johnson

07496 399044

simon.johnson@freshworks.com

Service scope

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
  • Browsers such as Chrome, Firefox, Safari and IE are supported
  • Support Mobile Android and IOS
  • Internet connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 2 hours for critical issues to 8 hours for non-urgent queries/requests.
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 is provided.
Support available to third parties Yes

Onboarding and offboarding

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.
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.
End-of-contract process At the end of contract, user can export the data and unsubscribe from the plan. If customer plans to renew, the chosen plan and pricing will be applicable.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Freshservice is available as mobile app. With respect to end users, functionality remains same. However, for agents functions like Problem,Change and reports are not available. Admin configurations are available in web service.
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 is 1000.
API documentation Yes
API documentation formats 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.

Scaling

Scaling
Independence of resources Freshdesk’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.

Analytics

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 etc.
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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
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 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.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks All data in transit is encrypted using FIPS-140-2 standard encryption over a secure socket connection for all accounts hosted on Freshdesk.com. For accounts hosted on independent domains, an option to enable a secure socket connection is available.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Data at rest is encrypted using AES 256 bit standards (key strength - 1024), with the keys managed by AWS Key Management Service.

Availability and resilience

Availability and resilience
Guaranteed availability 99.8% Uptime (avaIf the Availability of Freshdesk 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 Freshdesk 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 Freshdesk 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@freshdesk.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 Accessible Dashboard highlighting performance and up/downtime (link can be sent upon request) Freshdesk 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

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels We can restrict Freshdesk to certain domains or IP's. 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

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

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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Freshdesk is certified for ISO 27001 by BSI. We have comprehensive information security practices in place that cover physical, network and application security.

Operational security

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 headed by the Information Security Officer. Incident Management team shall analyse the and take immediate steps to resolve it.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10 per person per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Free Plan is free forever up to 3 agents, up to 100 free Managed assets, and 100 users. Includes incident Management, SLA, KB and Sel service portal.
Link to free trial https://freshservice.com/signup

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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