Freshservice

Freshservice is a cloud-based IT Service Management system for internal IT departments. The platform consolidates incidents, service requests, problems, and changes into a unified service desk with clear processes and defined responsibilities.

What sets Freshservice apart is how quickly you can get up and running. The interface is clean and intuitive, the standard workflows work right out of the box, and an IT department currently working from a shared inbox can be operational within a few weeks without extensive configuration.

Why organizations choose Freshservice

Fast time-to-value. Standard workflows and ready-made templates allow you to start working in a structured way without a lengthy implementation project.

Easy to use for both agents and the business. The interface requires minimal training, which is reflected in how quickly adoption spreads throughout the organization.

AI-powered daily operations. Intelligent knowledge base search helps both agents and end-users find the right answers immediately. AI support also helps create and improve articles based on recurring tickets.

Cloud-based with no maintenance overhead. No infrastructure to maintain, no upgrade projects.

Clear reporting. Reports and dashboards provide visibility into workload, resolution times, and SLA compliance without the need to build reports from scratch.

Freshservice features

Ticket management and service desk. Tickets from email, portal, chat, and phone in a unified workflow, with automatic assignment and prioritization.

Incident and problem management. Structured management of disruptions, with the ability to link recurring incidents to a common root cause.

Change management. Approval workflows and change calendars to keep track of what is changing and when.

CMDB and asset management. Documentation of assets and relationships between systems, with traceability over time.

Self-service portal. A portal where the business can report issues and order from the service catalog themselves.

Knowledge base. Articles for agents and end users, with AI-powered search.

Automation. Rules for assignment, escalation, and recurring tasks.

Reporting and dashboards. Tracking volume, quality, and SLA compliance.

Freshservice or Freshdesk – what is the difference?

The names are similar and confusion is common, but the products solve different problems.

Freshservice is for internal IT. Your colleagues are the users. The focus is on ITIL processes, service catalogs, CMDB, and change management.

Freshdesk is for customer supportYour customers are the users. The focus is on response times, customer satisfaction, and omnichannel communication.

Supporting colleagues? Freshservice. Supporting customers? Freshdesk. If you do both, it might actually make sense to run both – get in touch and we’ll run the numbers for you.

Freshservice or HaloITSM?

We deliver both platforms. This means we don't benefit from steering you in the wrong direction, and you get a straight answer instead of a sales pitch.

Choose Freshservice if you want to get started quickly with minimal configuration, have a relatively clear and stable IT delivery, prioritize user-friendliness over configuration depth, and have no specific requirements regarding deployment.

Choose HaloITSM if you need full ITIL coverage without modular add-ons, want to reconfigure the platform yourself as your business changes, have requirements for on-premise or specific data storage, or notice that you are starting to hit the ceiling of what can be built.

Already using Freshservice?

We are still here for you. If you have questions about the platform, want to get more out of what you are already paying for, or need extra expertise for a project or a specific period – just reach out.

We help you with what you have. It doesn't have to be about switching anything; it’s just as much about making an existing environment work as intended: workflows that were set up once and never reviewed, automations that never happened, or a service catalog that has outgrown its structure.

Why choose MSP Nordics as a partner?

We are one of the few players in the Nordics that delivers both Freshworks and Halo. This makes us an advisor rather than a reseller with only one product to offer.

• We provide neutral advice. We have no reason to recommend the wrong platform, since we sell both.
• We help you get started. Configuration of workflows, SLAs, portals, service catalogs, and integrations.
• We support existing environments. Even if you purchased Freshservice elsewhere, we can assist with expertise whenever needed.
• We are in your time zone. Support in Swedish, Norwegian, Danish, and English.
• We provide licensing advice. The right level and the right number of agents from the start, so there are no cost surprises at renewal.
• We stay with you. Ongoing support and further development, not just a one-time deployment.

How an implementation works

Needs analysis. We review your processes, volumes, and integration needs. Free of charge.

Demo in your context. We demonstrate the platform based on your workflows, not a generic environment.

Test environment. A free evaluation period before you decide.

Configuration. Workflows, SLAs, service catalog, portal, and integrations.

Migration. Tickets, users, assets, and knowledge articles from your current system.

Training and go-live. Training for agents and administrators, followed by ongoing support.

Most Freshservice implementations are up and running within a few weeks. It is one of the platform's clearest strengths.

Frequently asked questions about Freshservice

How much does Freshservice cost?
Freshservice is licensed per agent across several tiers, with features like change management and CMDB included in specific plans. The price depends on the chosen tier, the number of agents, and the contract length. Get in touch and we will calculate a quote for your specific situation – and let you know if a lower tier would suffice.

What is the difference between Freshservice and Freshdesk?
Freshservice is built for internal IT and ITIL processes. Freshdesk is built for customer support. If you are supporting colleagues, choose Freshservice; if you are supporting customers, choose Freshdesk.

Can you help us even if we already use Freshservice?
Yes. We provide expertise in configuration, automation, integrations, and reporting, even in environments we didn't set up ourselves – whether for a one-off project or ongoing support.

Is Freshservice available in Swedish?
Yes, the interface is available in Swedish, and the self-service portal can be set up in multiple languages.

How long does an implementation take?
Most are up and running within a few weeks. Larger organizations with many integrations and historical data to migrate will require more time.

Can we migrate from our current system?
Yes. Tickets, users, assets, and knowledge base articles can be migrated. We will work with you to determine what is actually worth bringing over.

When is Freshservice not a good fit?
If you require on-premises deployment or extensive customization, HaloITSM is likely the better choice. We'll let you know if we believe that's the right fit.