Freshservice offers a ton of useful features which makes it a great competitor in the ITSM industry, in total, there are over 130 features offered by Freshservice, a few of which include:
IT Service Management
Delight your organization with a modern service management solution that puts an emphasis on experience.
Set multiple SLA policies for different business hours or incident categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.
Unified Service Catalog
Easily deploy powerful, extensible workflows that ensure speedy service delivery from everything as simple as password resets to as complex as new hire onboarding. Unify your service delivery into a single, modern platform.
Reporting, Dashboards, Time Tracking, Surveys, Access & Usability, MobileSelf Service, Active Directory, Multi-Channel Access, Administration, Reports & Analytics, Service Desk, Help Desk, Incident Reports.
Freshservice fits right into your existing business ecosystem with integrations available for popular business apps.
Native Integrations: Amongst the native Integrations are Freshdesk, Slack, MS Teams, Jira, Zoom, Rescue, and G suite plus tons of other integration including Amazon Web Services, which lets you Import virtual assets right from cloud storage EC2.