Freshservice consultants
We can help you automate your business with Freshservice and hundreds of other systems to improve efficiency and productivity. Get in touch if you’d like to discuss implementing Freshservice.
About Freshservice
Freshservice is an IT service management (ITSM) platform that handles incident management, service requests, change management, asset tracking, and problem resolution for IT teams. It gives internal teams a structured way to log, track, and resolve IT issues instead of relying on email threads and Slack messages that get lost.
For growing businesses, Freshservice becomes the central hub for IT operations — employees submit requests through a self-service portal, tickets are routed and prioritised automatically, assets are tracked through their lifecycle, and SLAs are monitored so nothing slips through the cracks. But its real value increases when it connects to the rest of your business systems.
At Osher, we integrate Freshservice into broader operational workflows using system integrations and robotic process automation. We connect your IT service desk to HR onboarding, security tools, monitoring platforms, and project management systems so IT requests trigger real actions across your organisation.
If your IT team is spending more time on ticket admin than actually resolving issues, automation can handle the routing, notifications, and record-keeping while your team focuses on the technical work.
Freshservice FAQs
Frequently Asked Questions
Common questions about how Freshservice consultants can help with integration and implementation
How can Freshservice be integrated into our existing systems and workflows?
Is it possible to use AI agents to automate how we interact with Freshservice?
What are common use cases for integrating Freshservice in larger digital ecosystems?
Can Freshservice be part of an end-to-end automated workflow across multiple departments?
What role can AI play when integrating Freshservice into our operations?
What are the key challenges to watch for when integrating Freshservice?
How it works
We work hand-in-hand with you to implement Freshservice
As Freshservice consultants we work with you hand in hand build more efficient and effective operations. Here’s how we will work with you to automate your business and integrate Freshservice with integrate and automate 800+ tools.
Step 1
Process Audit
We review your current IT service management workflows — how tickets are submitted, triaged, assigned, and resolved. We identify manual handoffs, disconnected systems, and bottlenecks that slow down your IT team.
Step 2
Identify Automation Opportunities
We map out which Freshservice processes can be automated — ticket routing by category, priority-based escalation, onboarding task creation, asset lifecycle updates, SLA breach notifications, and common request fulfilment through self-service workflows.
Step 3
Design Workflows
We design the automation logic for each IT process, including routing rules, escalation paths, data mapping between Freshservice and connected systems, and notification chains that keep requesters and IT staff informed without manual updates.
Step 4
Implementation
We configure Freshservice webhooks and automation rules, build n8n workflows for cross-system integrations, connect to your HR, monitoring, and project management platforms, and set up the data pipelines that keep everything synchronised.
Step 5
Quality Assurance Review
We test every ticket type and workflow path — incidents, service requests, changes, and asset updates — to verify routing, escalation, notifications, and cross-system data sync all work correctly under real conditions.
Step 6
Support and Maintenance
After deployment, we monitor automation health, fix routing issues, and adjust workflows as your IT processes evolve. When you add new services, teams, or integrations, we update the automations to match.
Transform your business with Freshservice
Unlock hidden efficiencies, reduce errors, and position your business for scalable growth. Contact us to arrange a no-obligation Freshservice consultation.