Freshservice On-Call Management: A Complete Guide

Are you tired of juggling multiple on-call schedules and manually managing incident response? If so, Freshservice might be the perfect solution for you. As an on-call management software, Freshservice streamlines incident response, making it easy to ensure the right people are notified at the right time.

But what exactly is Freshservice? At a high level, it’s an all-in-one IT service management (ITSM) solution that offers a range of features, from ticketing to asset management to on-call scheduling. With Freshservice, you can manage incidents, changes, problems, and releases all in one place, which not only saves time but also enables better collaboration among IT teams.

One standout feature of Freshservice is its on-call management capabilities. Its powerful scheduling engine can be configured to match your organization’s on-call policies and procedures. You can set up on-call rotations, escalation policies, and multiple on-call technicians for each on-call shift, ensuring that incidents are handled quickly and efficiently.

But that’s not all. Freshservice also offers SMS and WhatsApp integration, allowing you to receive notifications directly to your phone. And with its user-friendly interface, even non-technical users can easily navigate the system.

Whether you’re a small team or a large enterprise, Freshservice has a pricing plan that can accommodate your needs. And if you need support, Freshservice provides 24/7 assistance via phone, email, or chat.

In this blog post, we’ll dive deep into Freshservice’s on-call management capabilities, explore its pricing and support options, and answer common questions like “What is on-call incident management?” and “How do you manage an employee on call?” So buckle up and get ready to discover how Freshservice can revolutionize your incident response process.

Freshservice on Call Management Made Simple and Efficient

Managing incoming calls can be a daunting task, especially for businesses receiving numerous calls daily. Call management is exceptionally crucial in ensuring an excellent customer experience and meeting their expectations. With Freshservice on call management, businesses can now handle calls seamlessly and efficiently.

Overview of Freshservice on Call Management Feature

Freshservice on call management is a cloud-based solution that enables businesses to manage, track and escalate support service requests. It comes with a comprehensive ticketing system that captures all incoming calls, voicemail, and missed calls from different channels in one place.

The software routes calls to the right agent, ensuring that customers receive prompt and relevant responses within a short time. Additionally, the system automatically logs every call, providing an accurate and detailed history of all communication made with customers.

Benefits of Freshservice on Call Management

Freshservice on call management has several advantages for businesses looking to improve their customer experience. These benefits include:

Enhanced Efficiency

With the call management feature, businesses can automate and streamline all call-related processes. The software’s automation reduces manual errors and ensures that agents work efficiently, handling several calls simultaneously.

Improved Customer Satisfaction

Freshservice on call management features enable businesses to provide improved customer experience. The software helps to reduce wait times, ensuring that customers receive prompt and accurate responses.

Better Agent Performance

Freshservice on call management features provide agents with the necessary tools to handle calls effectively and efficiently, improving their overall performance.

Accurate Reporting

The call management feature in Freshservice generates detailed reports on incoming calls, agent performance, and customer satisfaction. This report provides insights into the overall performance of the business.

Freshservice on call management is a reliable and efficient way for businesses to handle their incoming calls. It helps improve customer experience, agent performance, and provides accurate reporting. With the software, businesses can streamline their call management processes, providing consistent, efficient, and reliable support to their customers.

Freshservice SMS: A Convenient Way of Managing Calls

Freshservice is an all-in-one cloud-based solution that helps businesses streamline and automate their IT service management. One of the many benefits that Freshservice offers is its ability to manage calls efficiently. However, managing calls can be challenging, especially when it comes to tracking and responding to them promptly. That’s where SMS comes in handy.

The Benefits of Freshservice SMS

By using Freshservice SMS, you can manage your calls quickly and conveniently. With SMS, you can receive notifications on your smartphone whenever someone calls you. You can choose to respond to the call immediately or to follow up later. Also, you can set up automatic SMS replies to let callers know that you are not available at the moment.

Another benefit of using Freshservice SMS is that you can communicate with customers without having to pick up the phone, which is particularly helpful if you’re managing a high volume of calls. Moreover, SMS messages allow you to communicate with people who are hearing impaired or who have difficulty speaking.

Finally, using SMS with Freshservice is easy. The Freshservice mobile app allows you to manage all your calls from your smartphone or tablet. Freshservice SMS uses the same interface that you use to manage calls, so you don’t have to learn a new set of tools.

How to Use Freshservice SMS

To use Freshservice SMS, you only need to enable the SMS integration in your Freshservice account. Once enabled, notifications about incoming calls will be pushed to your smartphone, and you will be able to respond to calls with SMS messages.

To enable SMS integration in Freshservice:

    freshservice on call management

  1. Go to the Freshservice Admin portal.
  2. Click on “Integrations.”
  3. Click on “SMS.”
  4. Follow the instructions to set up an SMS integration.

Managing calls can be a hectic task for any business. However, with Freshservice SMS, you can simplify things by communicating efficiently with customers who call you. Freshservice SMS is easy to use, and it offers many benefits that make managing calls less stressful.

Freshservice Free

freshservice on call management

Are you looking for a help desk software that can manage your customer requests without costing a fortune? Freshservice offers a free version of its software to help small businesses better manage their customer support.


Freshservice Free offers a range of features to help you streamline your customer support process. You can manage customer tickets, automate responses, and create a knowledge base to help your customers find answers to their questions. In addition, you can also use Freshservice to manage your IT assets and track changes.


While Freshservice Free is a fantastic option for small businesses, it has some limitations. The free version only allows you to have up to three agents. So if you have a larger team, you will need to upgrade to a paid plan. Also, Freshservice Free doesn’t offer some of the advanced features, such as custom reports, time tracking, and workflow automation that you can get with the paid plans.

Freshservice Free is an excellent option for small businesses or start-ups that are just getting started with customer support software. With its range of features and a generous free plan, Freshservice can help you manage your customer support process without breaking the bank. Just be aware that if you have a larger team or need more advanced features, you may need to upgrade to one of Freshservice’s paid plans.

Freshservice pricing

Are you wondering how much it costs to use Freshservice to manage your on-call needs? Well, let’s break it down.

Plans and pricing

Freshservice offers different plans depending on the size of your organization and the features you need. They have a Sprout plan, which is free for up to three agents, but with limited features. The next level is Blossom, which starts at $15 per agent, per month, and adds more functionality like time tracking, satisfaction surveys, and automation. If you need even more capabilities, the Garden plan offers asset management and project management tools starting at $35 per agent, per month. Finally, if you have a large enterprise with complex needs, you can contact Freshservice for a custom quote.

Features and limitations

Of course, the pricing tiers come with some limitations. For example, the Sprout plan only offers basic ticketing and email support. But Blossom and Garden add self-service portals, knowledge base integration, and custom roles and permissions. Keep in mind that some features like asset management are not available until you reach the Garden plan. However, Freshservice offers a 21-day free trial for every plan, so you can test things out before committing to a paid plan.

Wrapping up

Overall, Freshservice offers flexible and scalable pricing to fit the needs of any organization. So, whether you’re a small team or a large enterprise, you can find an on-call management plan that works for you. Just remember to consider the features and limitations of each plan, and take advantage of their free trial to see for yourself. Happy on-call managing!

Freshservice Support

As you embark on your journey to assemble the best customer service experience through Freshservice, you may encounter ticklish issues that require technical support. Do not fret; Freshservice has got you covered with excellent support.

Contacting Support

Freshservice offers several lines of communication with its support team: phone, email, and support portal. Although phone calls make an excellent first impression with the support team, they can be time-consuming and lead to back-and-forth communication that can elongate the whole process.

Email is another support option provided by Freshservice. If your technical issue does not need immediate attention, sending an email to Freshservice support can be the way to go. Another advantage of using email is that it provides a paper trail for future reference.

The Support Portal

The support portal is the quickest way to get the technical support you need. It offers several features, including a knowledgebase of frequently asked questions, discussion forums, and a ticketing system. The knowledgebase contains articles and tutorials that address common issues. The forums are also a great way to interact with other Freshservice users who are likely to have solved similar problems as you.

The ticketing system is where the magic happens. With Freshservice’s ticketing system, you create a ticket, provide details about the problem you are facing, and track your ticket’s progress. The support team then works on it until the issue is resolved. Additionally, you can attach files such as screenshots and videos and set ticket priorities depending on how urgent they are.

Support Availability

Freshservice provides support 24/7 to ensure that users who encounter issues can get help regardless of the time. However, the availability of support may vary depending on your location. If you encounter a technical issue after support hours, registering a ticket on the support portal can be the way to go.

If you decide to implement Freshservice for your business, you will likely need technical support at some point. Freshservice has a robust support system comprising a knowledgebase, discussion forums, and an effective ticketing system. Additionally, the support team is available 24/7 to ensure that your issues are addressed promptly. Utilize any of the provided support options, and you will find the help you need to maintain an efficient and excellent customer service experience.

What is Freshservice

Freshservice is a cloud-based IT service management (ITSM) software that offers solutions to help businesses streamline and automate their IT services. It is designed to help businesses manage their IT help desk, IT service desk, and change management processes with ease.

Some of the features of Freshservice include ticket management, problem management, change management, asset management, and knowledge management. With these features, businesses can effectively manage their IT workflows, collaborate with their team members, and ensure that their IT services are delivered promptly and efficiently.

One of the things that make Freshservice stand out among other IT service management tools is its user-friendly interface, which makes it easy for businesses to get started with. It offers a customizable dashboard that allows you to organize your IT services according to your business needs and preferences.

Freshservice is also highly customizable, which means that businesses can adjust its settings to fit their specific requirements. This helps to increase efficiency and productivity, saves time and money, and ensures that IT services are delivered promptly.

freshservice on call management

In summary, Freshservice is a software that helps businesses streamline and automate their IT services. It offers a user-friendly interface, customizable options, and a range of features that make it easy and efficient to manage IT services. By using Freshservice, businesses can improve their IT workflows, deliver quality IT services, and enhance their overall business productivity.

Freshservice Contact Number

When using Freshservice, you may need to reach out to the customer support team for assistance. In this section, we’ll show you how to get in touch with them through their customer service hotline.

How to Contact Freshservice Customer Support

If you have any questions, concerns, feedback, or complaints about Freshservice, the best way to reach out to them is by calling their customer service hotline. To contact the Freshservice customer support team, simply dial their dedicated contact number at 1-844-373-7723.

Alternatively, you can also submit a support ticket through Freshservice’s online help desk system. To do this, simply log in to your Freshservice account, navigate to the support section, and submit a ticket. You’ll receive a response from the support team within 24 hours.

Best Practices When Calling Freshservice Support

When calling Freshservice support, it’s important to prepare yourself so you can get the most out of your call. To help you out, here are some best practices that you can follow:

  1. Be clear and concise when describing your issue. The clearer you are, the easier it is for the support team to help you.

  2. Provide as much information as possible. This includes your name, contact details, and account information.

  3. Take notes during the call. This will help you keep track of any important details or instructions that the support team may provide.

  4. Be patient and courteous. Remember that the support team is there to help you, and being rude or impatient will only delay your issue’s resolution.

In conclusion, if you ever need to contact Freshservice customer support, just dial their dedicated hotline at 1-844-373-7723. Remember to be clear and concise when describing your issue, provide as much information as possible, take notes during the call, and be patient and courteous. By following these best practices, you can ensure that you get the most out of your call with Freshservice customer support.

Freshservice Training Videos

Are you a beginner or an expert Freshservice user who wants to learn how to manage your calls more efficiently? If yes, Freshservice training videos are the perfect solution for you. These videos will help you learn how to use Freshservice to its maximum potential and make your call management process a lot smoother.

Why Freshservice Training Videos

Freshservice training videos are an essential part of getting the most value out of the platform. These videos will help you understand the features of Freshservice and how to use them to manage your calls effectively. With these videos, you’ll get a better understanding of the platform, which can be very helpful in improving your workflow. Additionally, the videos are created by experts and are updated regularly, so you can be sure you’re getting the most up-to-date information.

Benefits of Freshservice Training Videos

  • Easy to follow: These videos are easy to follow, making them ideal for beginners and experts alike. They are designed to help you understand the features of Freshservice and how to use them step-by-step.

  • Comprehensive: The videos cover different aspects of call management, from creating new calls to resolving them. This means you’ll have all the information you need to make the most of your Freshservice platform.

  • Fun and engaging: These videos are fun and engaging, making them an enjoyable way to learn. You’ll find yourself looking forward to the next video, even if you don’t love call management!

How to Access Freshservice Training Videos

To access Freshservice training videos, log in to your Freshservice account and navigate to the Training Videos section. You can then browse through the available videos and select the one you’d like to watch. You can watch the videos as many times as you like until you feel comfortable using the features discussed.

Freshservice training videos are an essential tool for anyone who wants to make the most of Freshservice’s call management features. They are an easy, comprehensive, and fun way to learn, and they are updated regularly to make sure you’re getting the most current information. So, what are you waiting for? Head over to your Freshservice account and start watching these videos today!

Freshservice Export Solutions

Are you tired of manually entering call management data into spreadsheets? Freshservice has the perfect solution for you with their export feature.

Benefits of Freshservice Export Solutions

Exporting your call management data to a CSV file with Freshservice is easy and efficient. With the click of a button, you can export all your data, including call logs, ticket status, and customer information.

Not only does Freshservice make exporting data simple, but it also offers a variety of customization options. You can choose which fields to include in your export and even filter by specific dates or ticket types.

How to Export Call Management Data with Freshservice

Exporting your call management data with Freshservice is a breeze. Just follow these simple steps:

  1. Go to the “Reports” section in your Freshservice account.
  2. Select the “Export” option.
  3. Choose the fields you want to include in your export and set any filters.
  4. Click “Export” and choose the CSV file format.
  5. Save the file to your computer and use it however you like!

Simplify Your Call Management with Freshservice

Don’t waste your valuable time manually entering call management data. Let Freshservice’s export feature do the work for you. With just a few clicks, you can have all the data you need at your fingertips. So, what are you waiting for? Give Freshservice a try today and see how it can simplify your call management process.

What is Freshservice used for

Freshservice is a cloud-based IT service management (ITSM) solution designed to help companies streamline their IT operations. It’s an all-in-one platform that simplifies IT tasks such as incident management, problem management, change management, release and deployment management, and IT asset management.

Incident Management

One of the core features of Freshservice is its incident management capability. The platform provides an intuitive ticketing system that enables IT teams to track, prioritize, and address issues effectively. With Freshservice, IT teams can quickly identify the root cause of incidents and resolve them promptly, minimizing downtime and business disruptions.

Problem Management

The problem management module allows IT teams to manage recurring incidents and track underlying problems that cause those incidents. It helps IT teams to identify patterns and trends in incidents, and thereby implement preventive measures to avoid future incidents.

Change Management

Freshservice provides comprehensive change management capabilities to help IT teams manage and track changes to their infrastructure and applications. It ensures that changes are planned, tested, and implemented in a controlled manner, minimizing the risk of disruptions and downtime.

Release and Deployment Management

Freshservice’s release and deployment management module enables IT teams to plan, schedule, and deploy software releases and updates. It helps organizations deliver software faster and with greater confidence, while also maintaining quality standards.

IT Asset Management

With Freshservice’s IT asset management module, IT teams can manage their hardware and software assets effectively. It helps organizations keep track of all their hardware and software assets, including licenses and maintenance agreements. It also helps organizations optimize their IT asset usage, reduce costs, and ensure compliance with software licensing agreements.

In summary, Freshservice provides a unified platform for essential IT service management functions, enabling organizations to streamline their IT operations and focus on delivering value to their customers.

Freshservice WhatsApp Integration

Are you tired of the traditional channels of communicating with your customers? Emails, calls, and texts can be overwhelming, time-consuming, and sometimes unproductive. Luckily, Freshservice has a solution that streamlines your communication with customers and makes your work easier.

Freshservice WhatsApp Integration enables you to communicate with your customers through their preferred messaging platform, WhatsApp. It simplifies the whole process of communication, whether it’s customer support, feedback request, or customer outreach. All you need to do is integrate Freshservice with your WhatsApp business account, and you’re good to go.

Benefits of Freshservice WhatsApp Integration


Freshservice WhatsApp Integration streamlines communication by enabling you to solve customer issues in real-time. You don’t have to switch between different platforms to attend to customer requests. Plus, your response time is significantly reduced, which enhances customer satisfaction.


With Freshservice WhatsApp Integration, you can access your customers’ messages from anywhere, anytime. If you’re on the go, you can respond to messages on your phone, desktop, or tablet.


WhatsApp enables you to send personalized messages to your customers. You can use their names and add emojis, which makes it a friendlier and more personalized communication experience. Freshservice WhatsApp Integration allows you to maintain this level of personalization, which is essential for building stronger customer relationships.


By using WhatsApp as a communication channel, you significantly reduce your communication costs. Freshservice WhatsApp Integration enables you to reach your customers via WhatsApp at no extra cost, making it an affordable communication solution.

In conclusion, Freshservice WhatsApp Integration is a game-changer in simplifying your communication process while enhancing the customer experience. Try it today, and enjoy seamless communication with your customers.

What is On-call Incident Management

As businesses become reliant on technology, on-call incident management has become increasingly important. On-call incident management refers to the process of responding to incidents or problems that arise in a company’s technology systems outside of standard operating hours. This could be anything from a server outage to an application failure, and it can happen at any time, day or night.

Key Elements of On-call Incident Management

On-call incident management is a complex process that involves several key elements. The first step is to have a team of trained professionals on standby who can respond to incidents when they occur. This team should include individuals with expertise in different areas of the company’s technology infrastructure.

Another essential element of on-call incident management is the establishment of clear communication pathways. When an incident occurs, it’s critical that everyone involved can quickly and effectively communicate with each other to identify the root cause of the issue and develop a plan to mitigate it.

Finally, the team should have a well-defined process for responding to incidents. This process should include a detailed escalation plan, a system for tracking incidents, and a set of standard operating procedures for addressing different types of incidents.

Benefits of On-call Incident Management

On-call incident management offers several benefits for businesses. First and foremost, it allows companies to respond quickly to issues that can be costly or disruptive if left unaddressed. This helps to minimize downtime and ensure that critical business operations can continue without interruption.

Moreover, on-call incident management can help to improve the overall quality of a company’s technology systems. By identifying and addressing issues quickly, the team can prevent future incidents from occurring and improve the reliability of the infrastructure.

freshservice on call management

On-call incident management is an essential component of any business that relies on technology. It requires a team of trained professionals, clear communication pathways, and a well-defined process for responding to incidents. By implementing on-call incident management, businesses can minimize downtime, improve the reliability of their technology infrastructure, and ensure critical operations continue without interruption.

Managing Employees On Call

As a manager, one of your most important responsibilities is ensuring that you have employees available to handle customer requests outside of normal business hours. Managing employees on call means having the right systems and processes in place to ensure that they are equipped to deal with any situation that arises.

Setting expectations

Before your employees go on call, it’s essential to set clear expectations about what is expected of them. This means communicating the hours that they will be on call, how they will be contacted, and what their responsibilities are when they receive a call. Documenting these expectations will help ensure that everyone is on the same page, and that your employees are adequately prepared to handle customer requests.

Ensuring availability

To effectively manage employees on call, you need to ensure that they are always available when they need to be. This means having an efficient communication system in place, such as a reliable messaging app that can quickly alert employees of incoming calls. It’s also important to have backup plans in case an employee becomes unavailable, such as having a secondary employee on call or contracting with a third-party service.

Providing support

Handling customer requests outside of normal business hours can be a demanding and stressful task. Providing your employees with the right support is critical to their success. This involves ensuring that they have the tools they need to do their job, such as access to customer information and any necessary training or documentation. Additionally, providing emotional support and recognition can make a significant difference in boosting morale and preventing burnout.

Analyzing performance

Managing employees on call also means analyzing their performance to identify areas for improvement. This can involve monitoring customer feedback, tracking response times, and reviewing call logs. Leveraging data to identify trends and potential areas for improvement can help you optimize your call management process and ensure that your customers are always satisfied.

In conclusion, managing employees on call requires setting clear expectations, ensuring availability, providing support, and analyzing performance. By following these principles and implementing the right systems and processes, you can effectively manage your on-call employees and provide excellent customer service 24/7.

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