Freshworks Makes IT Operations Management Easy for Companies of All Sizes
November 11 2021 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees,
today at its Refresh conference unveiled new Freshservice®
capabilities that mark the company’s move deeper into the $34
billion IT Operations Management (ITOM) market1. Affordable and
easy-to-use, Freshservice’s unified incident response management
with AI-enhanced alerting enables any business to anticipate
service disruption and minimize impact.
“In a world of hybrid working environments with distributed IT
teams, the need for systems that ensure service availability has
never been higher,” said Prakash Ramumurthy, chief product
officer at Freshworks. "By unifying major incident
response and IT service request management in one easy to use
system, we’re expanding our footprint in a market where modern
affordable applications differentiate us amid a sea of costly and
complex third-party software.”
“New players focused on one or two major tool categories will
continue to cause disruption for large suite vendors,” said Gartner
Research Director Laurie Wurster.2
The new Freshservice capabilities, available in November, help
IT and engineering teams increase efficiency and reduce downtime.
Instead of many manual hours spotting critical alerts and creating
or routing tickets in IT service desks, they can focus on
root-causing and fixing the problem at hand.
- On-call Management helps IT teams to immediately respond to
critical incidents and kickstart collaboration between IT and
devops teams to prevent service outages.
- Automated Alert Grouping with machine learning (ML) helps
reduce alert noise to identify the most pressing issues first and
minimize business impact.
Today, more than 10,000 companies use Freshservice to manage
their IT operations on a single platform including Coupa,
Databricks, TaylorMade, Vice Media, Shopify, RingCentral,
PowerSchool and Multichoice.
Freshservice customer Josh Aldridge, cloud commander at
PowerSchool said, “As we rapidly scaled our virtual
education products, Freshservice was vital to minimize downtime in
our tech stack to keep kids learning. Our engineering teams are
able to review major incidents on a weekly basis across the 43
products in our portfolio, which has helped us reduce our rate of
issues to change from 10% down to less than 2%.”
Freshservice also integrates directly with Freshdesk™ to unify
customer support and internal IT teams to improve agent
productivity and visibility across functions. As a result,
companies can more quickly solve the most complex customer issues
and deliver outstanding service.
Early this year, Freshservice was named the only Challenger in
the 2021 Gartner® Magic Quadrant™ for ITSM Tools.3 For more
information on Freshservice and these new capabilities, visit:
https://freshservice.com/
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About FreshworksFreshworks makes it fast and
easy for businesses to delight their customers and employees. We do
this by taking a fresh approach to building and delivering software
that is affordable, quick to implement, and designed for the end
user. Headquartered in San Mateo, California, Freshworks has a
dedicated team operating from 13 global locations to serve 50,000+
customers including Bridgestone, Chargebee, DeliveryHero, ITV,
Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more
information visit www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved. Freshworks,
Freshdesk, Freshservice and the associated logos are trademarks or
registered trademarks of Freshworks Inc. All other company, brand
and product names may be trademarks or registered trademarks of
their respective companies.
1, 2 Gartner Market Share: IT Operations Management Software,
Worldwide, 2020, Laurie Wurster, Varsha Mehta, Shailendra Upadhyay,
April 28, 20213 Magic Quadrant for IT Service Management Tools,
Rich Doheny, Keith Andes, Chris Matchett, August 30, 2021
Media Contact:Jayne
Gonzalezpr@freshworks.com
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