Core ITSM Modules
Incident, Service Request, Problem, Change, Release, CMDB. Aligned to ITIL without the heavy-handed process of some competitors.
Incident Management
Ticket creation from email, portal, chat, API. Assignment via automation. SLAs per priority. Merge related tickets.
Change Management
Risk-classified changes. Approval workflows. CAB for high-risk. Integrate with monitoring for automated rollback triggers.
Service Catalog
Request items — hardware, software, access. Approval workflows. Automated fulfillment via Freshservice Workflow Automator or integration.
Freddy AI
Ticket categorization, resolution suggestions, similar ticket detection. Reduces agent ramp time.