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Freshservice (Freddy AI)
freshworks.comSummary
Freshservice is an AI-powered IT Service Management (ITSM) platform that leverages Freddy AI to automate support, enhance agent productivity, and provide actionable insights for service operations. It aims to streamline IT management, improve employee experience through self-service, and optimize service delivery across various departments.
Feature Matches10/14
See all10/14
Must Have
3 of 4
Pattern Analysis
Actionable Suggestions
Task Automation
Workflow Observation
Other
7 of 10
Smart Templates Library
Contextual Inline Help
Integration APIs
Team Collaboration
Onboarding Accelerator
Analytics Dashboard
Knowledge Sharing
Macro Recording
Privacy Controls
Non-Intrusive UI
PricingTiered
See allTiered
Starter
$19.00 monthly
- Channels - Email, Phone, Chat, Widget
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- CSAT Surveys
- SLA Management
- Service Catalog
- For small teams starting their first service desk
Growth
$49.00 monthly
- All Starter features
- ServiceBot on Microsoft Teams and Slack
- Managed Service Provider (MSP) Mode
- Problem Management
- Change Management
- Release Management
- For IT teams building foundational practices
Pro
$99.00 monthly
- All Growth features
- Workload Management
- Freddy AI Copilot ($29/agent/month)
- For advancing teams breaking silos
Enterprise
Custom
- All Pro features
- Freddy AI included
- Freddy AI Insights
- Freddy AI Agent
- Sandbox
- For mature IT organizations driving strategic impact with AI
Rationale
Freshservice with Freddy AI offers AI-powered solutions for IT service management, focusing on automating support, improving agent productivity, and providing insights. While it doesn't explicitly mention 'workflow observation' in the sense of unobtrusively watching on-screen workflows, it does 'continuously monitor your service desk' for bottlenecks and anomalies, which is a form of pattern analysis. It provides 'smart suggestions' and 'automates tasks' like ticket triaging and knowledge creation. It also offers features like 'smart templates library' (knowledge base), 'contextual inline help' (on-screen tips), 'integration APIs' (integrations with Slack, MS Teams, etc.), 'team collaboration' (sharing workflows), 'onboarding accelerator' (streamlining onboarding), 'analytics dashboard' (metrics on time saved, workload reduction), and 'knowledge sharing' (knowledge base creation). The core difference is that Second Cursor is a desktop assistant observing individual workflows, whereas Freshservice is an ITSM platform with AI capabilities for service desk operations.
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See allBest alternatives to [Product] in 2024?
Reddit·tech_enthusiast·2d ago·+142
I've been using Alternative A for 6 months now and it's been fantastic. The pricing is much better and the features are actually more robust than what [Product] offers.
Show HN: We built a better [Product]
Hacker News·startup_founder·5d ago·+89
After struggling with [Product]'s limitations, we decided to build our own solution.
It handles edge cases much better and the API is actually documented properly.
Check it out at our site.
[Product] vs Competitor B - which one should I choose?
Reddit·confused_buyer·Dec 10·+67
Honestly, after trying both, Competitor B wins hands down. Better customer support, cleaner interface, and they don't nickel and dime you for every feature.
Why we migrated away from [Product]
Hacker News·cto_mike·Dec 7·+234
The breaking point was when they changed their API without notice. We lost 3 days of productivity. Solution C has been rock solid for us since we switched.