Freshservice is a comprehensive IT service management (ITSM) platform that helps organizations manage IT tickets, assets, changes, and service requests. It centralizes internal IT operations, service documentation, and workflow processes, making it an essential tool for maintaining efficient IT services and supporting organizational productivity.
Realm's native Freshservice connector seamlessly integrates your IT tickets, knowledge base articles, asset information, and service management data into a unified, searchable knowledge platform. By connecting your Freshservice instance, Realm provides your sales, support, and customer success teams with instant access to IT service documentation, system information, operational procedures, and technical insights that enhance customer conversations.
Features
Realm's Freshservice integration delivers advanced knowledge management capabilities that transform how your revenue teams leverage IT service management insights and documentation.
| Feature |
What it does? |
| Ticket & Request Indexing |
Automatically sync and index IT tickets, service requests, and incident resolutions, making your IT service history fully searchable within Realm. |
| Native Permission Sync |
Realm strictly mirrors your existing Freshservice permissions. Users can only access the tickets, assets, and service data they have permission to view. |
| Knowledge Base & Asset Sync |
Index IT knowledge base articles, asset information, and service documentation, making technical resources accessible to customer-facing teams. |
| Metadata Filtering |
Filter and search tickets based on category, priority, department, technician, and other metadata to quickly find relevant IT service information. |
| Regular Syncs |
Your Freshservice data is synced regularly to keep IT service information fresh. Realm uses incremental syncs to efficiently capture new tickets and updates. |
| Cross-Department Search |
Search for information across multiple IT service categories and departments simultaneously, providing comprehensive operational insights. |
Benefits
By connecting Freshservice to Realm, your organization gains powerful advantages that transform IT service knowledge into customer-facing value.
| Benefit |
Why it matters? |
| Enhance Technical Sales |
Provide sales teams with access to IT infrastructure documentation and service capabilities to confidently discuss technical requirements with prospects. |
| Accelerate Implementation Support |
Enable customer success teams to reference internal IT procedures and system configurations to provide accurate implementation guidance. |
| Improve Security Discussions |
Access IT security policies, incident response procedures, and compliance documentation to address customer security and compliance questions. |
| Streamline Technical RFPs |
Quickly find IT service documentation, system specifications, and operational procedures to complete technical questionnaires and security assessments efficiently. |
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