빠른 시작
This guide covers every Freshservice feature:
- 시작하기 — Create your account and connect the service desk
- How to Use IT Service Management — Run the whole ticketing system from intake to resolution
- How to Use IT Asset Management — Track hardware, software, and licenses in one place
- How to Use IT Operations Management — Catch major incidents early and keep operations running
- How to Use Project & Workload Management — Plan work and balance tasks across different teams
- How to Use Managed Service Provider Support — Serve multiple customers from one Freshservice account
- How to Use Security and Policies — Assign roles and control what end users can access
- How to Use Survey Distribution — Collect feedback and watch your team perform better
- 연락처 관리 사용 방법 — Keep employees, departments, and requester records clean
- How to Use Response Management — Reuse canned replies to cut resolution times
소요 시간: 각 작품당 5분
이 가이드에는 다음 내용도 포함되어 있습니다. 프로 팁 | 흔히 저지르는 실수 | 문제 해결 | 가격 | 대안
이 가이드를 신뢰해야 하는 이유
I’ve run Freshservice as the ticketing system for a 200-person company for two years. Every screen here is one I use weekly.
Freshservice is one of the strongest IT service management tools available today.
Most teams use maybe a third of it.
이 가이드는 모든 주요 기능 사용 방법을 안내합니다.
Step by step, with screenshots and the mistakes I made first.
Freshservice Tutorial
This How to Use Freshservice tutorial walks through setup, then every feature, then the pro tips that took me months to find.
프레시서비스
Run your whole service desk from one place. Freshservice handles tickets, assets, changes, and problems with ITIL best practices built in. Free trial, no credit card needed.
Getting Started with Freshservice
Do this one-time setup before touching any feature.
약 3분 정도 걸립니다.
Here is what the platform looked like when I first signed in:
이제 각 단계를 하나씩 살펴보겠습니다.
1단계: 계정 생성
Go to the Freshservice website and click Sign Up.
Enter your work email and pick a password.
✓ 검문소: 확인하세요 받은 편지함 확인 이메일을 위해서요.
2단계: 웹 앱을 엽니다.
Freshservice is cloud-based, so there is nothing to install.
Sign in at your new subdomain and the dashboard loads.
대시보드는 다음과 같습니다.
✓ 검문소: You should see the agent dashboard with an empty ticket queue.
3단계: 초기 설정 완료
Add your company name, time zone, and 사업 hours under Admin.
Then invite two agents so you can test ticket routing properly.
✅ 완료: 이제 아래의 모든 기능을 사용할 준비가 되었습니다.
How to Use Freshservice IT Service Manager
IT 서비스 관리 lets you handle every ticket, from the first email to the closing note, inside one service desk.
다음은 단계별 사용 방법입니다.
Step 1: Connect Your Helpdesk Email Address
Open Admin, then Email Settings.
Add your helpdesk email address and forward your old inbox to it. Every reply becomes a ticket automatically.
Step 2: Set Categories and Priorities
Create categories that match how your IT teams actually work.
Freshservice lets you categorise and prioritise incidents quickly, so urgent tickets never sit behind password resets.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: A test email should appear as a new ticket within a minute.
Step 3: Route and Resolve
Assign the ticket, add your notes, then mark it resolved.
✅ 결과: Your ticketing system now captures every request automatically.
💡 꿀팁: Turn on automated ticket creation from both email and your chat integration. Fewer requests slip through side channels that way.
How to Use Freshservice IT Asset Manager
IT 자산 관리 lets you track hardware, software, and licenses across the whole organization.
다음은 단계별 사용 방법입니다.
Step 1: Install the Discovery Agent
Download the discovery agent and push it to company laptops.
It fills your Configuration Management Database with real assets instead of guesses.
Step 2: Add Anything It Missed
Freshservice allows manual entry for assets discovery never finds.
Monitors, docking stations, and old switches usually need this. You can attach invoices directly to each asset record for finance.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: Discovered 기기 should appear under Assets with model and owner details.
Step 3: Schedule Regular Scans
Set scans to run weekly so your asset 데이터 정확성을 유지합니다.
✅ 결과: Asset lifecycles and license compliance are tracked without a spreadsheet.
💡 꿀팁: Tag every asset with the department that owns it. Hardware refresh budgets get far easier to defend at renewal time.
How to Use Freshservice IT Operations Manager
IT Operations Management lets you spot infrastructure alerts 일찍 and run major incidents without the panic.
다음은 단계별 사용 방법입니다.
Step 1: Connect Your Monitoring Tools
Link your monitoring stack under Admin, then Apps.
Alerts land as tickets, so nothing lives only in a chat channel.
Step 2: Flag a Major Incident
Open the ticket and switch it to Major Incident.
Major incidents get special handling and visibility, so leadership sees status without asking your agent for updates.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: The incident should show a live status banner on your support portal.
Step 3: Publish the Post-Incident Report
Freddy AI generates a structured report after major incidents automatically.
✅ 결과: Your operations team can run an outage without losing the timeline.
💡 꿀팁: Write the customer-facing update template before you need it. Mid-outage is a terrible time to draft communications.
How to Use Freshservice Project & Workload Manager
Project & Workload Management lets you plan bigger work and spread tasks evenly across different teams.
다음은 단계별 사용 방법입니다.
Step 1: Create the Project
Go to Projects, then New Project, and pick Kanban or Scrum.
Name it after the outcome, not the department.
Step 2: Link Tickets and Tasks
Attach related tickets so the project shows real work, not a wish list.
This is where release management stops being a spreadsheet nobody opens.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: Each team member should show a visible task count on the board.
Step 3: Check Workload Weekly
Open the workload view and move tasks off anyone who is buried.
✅ 결과: Project work and daily tickets finally share one plan.
💡 꿀팁: Keep sprints to two weeks. Longer cycles hide slipping work until the deadline is already gone.
How to Use Freshservice Managed Service Provider
Managed Service Provider Support lets you support several customers from one account without mixing their data.
다음은 단계별 사용 방법입니다.
Step 1: Enable MSP Mode
Ask support to switch MSP mode on for your plan.
It adds a customer layer above departments.
Step 2: Add Each Company
Create a record per client and set the company name exactly as they use it.
Contracts, assets, and tickets then stay scoped to that client only.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: Switching customers should filter every ticket list 곧.
Step 3: Set Per-Client SLAs
Give each customer their own SLA policy and 사업 시간.
✅ 결과: Each client sees only their own tickets and assets.
💡 꿀팁: Bill from the time-tracking export, not from memory. Logged hours per customer make contract renewals a much shorter conversation.
How to Use Freshservice Security and Policies
보안 and Policies lets you assign roles and decide exactly what each person can access.
다음은 단계별 사용 방법입니다.
Step 1: Review the Default Roles
Open Admin, then Roles, and read what each one allows.
Most organizations over-grant admin rights in week one.
Step 2: Assign Roles by Job
Match roles to real duties for agents, approvers, and end users.
HR staff rarely need asset editing. Finance rarely needs change management approval rights.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: A test end user should see only the self-service portal.
Step 3: Turn On Login Policies
Enable single sign-on and set password rules under Security.
✅ 결과: Access is scoped to the job, not handed out by default.
💡 꿀팁: 심사 roles every quarter. Permissions creep quietly as people move between departments and nobody removes the old access.
How to Use Freshservice Survey Distributor
Survey Distribution lets you collect honest feedback and watch your team perform better each month.
다음은 단계별 사용 방법입니다.
Step 1: Build the Survey
Go to Admin, then Satisfaction Survey, and keep it to two questions.
Long surveys get ignored.
2단계: 트리거 설정
Send it when a ticket is resolved, not when it is closed.
The experience is still fresh, so response rates roughly double in my experience.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: A resolved test ticket should trigger the survey email.
Step 3: Review Scores Monthly
Filter results by agent and by category to find the weak spots.
Regular performance reviews refine service desk workflows and show exactly where resolution times slipped.
✅ 결과: You have real numbers on service quality instead of opinions.
💡 꿀팁: Read the written comments, not just the score. That is where users tell you which documentation page is wrong.
How to Use Freshservice Contact Manager
연락처 관리 lets you keep employee records, departments, and 보고 lines accurate.
다음은 단계별 사용 방법입니다.
Step 1: Sync Your Directory
Connect Active Directory, Okta, or your HR system under Admin.
The integration works on a schedule, so new hires appear on day one.
Step 2: Create Departments
Group employees by department and set a head for approvals.
Change management approvals route correctly once this exists.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: A synced user should show their department and manager on any ticket.
Step 3: Clean the Duplicates
Merge duplicate requesters before they split one person’s ticket history.
✅ 결과: Every ticket carries the requester context your agents need.
💡 꿀팁: Sync job titles too. Approval workflows that check seniority stop breaking every time somebody gets promoted.
How to Use Freshservice Response Manager
Response Management lets you reuse your best replies instead of retyping them all week.
다음은 단계별 사용 방법입니다.
Step 1: Find Your Repeat Questions
Sort tickets by category and look at the top five.
Those are your first canned responses.
Step 2: Write the Templates
Open Admin, then Canned Responses, and write one per repeat 질문.
Use placeholders for the requester name so replies still read like a person wrote them.
이것이 어떤 모습인지 보여드리겠습니다:
✓ 검문소: Typing the shortcut in a reply should pull the template in.
Step 3: Share With the Team
Move the best templates into a shared folder every agent can access.
✅ 결과: Repetitive tasks stop eating the first hour of every shift.
💡 꿀팁: Link each canned response to a knowledge base article. Users get the short answer plus the full documentation in one reply.
Freshservice Pro Tips and Shortcuts
After two years inside the Freshservice portal, these are the tips I give every new admin.
키보드 단축키
| 행동 | 지름길 |
|---|---|
| 새 티켓 | g then n |
| Search everything | / |
| Reply to requester | r |
| Save and close ticket | Ctrl + Enter |
대부분의 사람들이 놓치는 숨겨진 기능들
- Workflow Automator: A drag-and-drop builder for 오토메이션 rules. Automated workflows can trigger the moment a ticket is created.
- Workflow cloning: You can clone existing workflows to scale automations across different teams without rebuilding them.
- Freddy AI suggestions: AI capabilities assist with ticket routing and prompt an agent with likely fixes from the knowledge base.
Freshservice Common Mistakes to Avoid
Mistake #1: Skipping the Self-Service Portal
❌ 틀림: Launching the service desk with no self-service portal and no service catalog.
✅ 오른쪽: Publish the support portal on day one. Self-service portals cut ticket volume because users solve simple things themselves.
Mistake #2: Approving Changes by Email
❌ 틀림: Approving infrastructure changes over chat, then hoping somebody wrote it down.
✅ 오른쪽: Use change management workflows with ITIL change categories. They cut the risk of disruption, and roughly 80% of IT issues come from poorly managed changes.
Mistake #3: Building 40 Service Catalog Items First
❌ 틀림: Spending six weeks writing a service catalog nobody has asked for yet.
✅ 오른쪽: Start with a few high-demand services. Customize the catalog to match your company’s branding, then add custom fields once you see real demand.
Freshservice Troubleshooting
Problem: Emails Are Not Becoming Tickets
원인: Forwarding from your old inbox was never verified.
고치다: Reopen Admin, then Email Settings, and resend the verification. Check spam filters block nothing from the domain.
Problem: Tickets Land With the Wrong Agent
원인: Two automation rules match the same ticket and fight each other.
고치다: Open Workflow Automator and reorder the rules. The first match wins, so put narrow conditions above broad ones.
Problem: Discovery Misses Half Your Assets
원인: The agent never installed on remote machines, or a firewall blocks the scan range.
고치다: Push the agent through your deployment tool and confirm the scan covers every subnet.
📌 메모: If none of these fix your issue, contact Freshservice support.
프레시서비스란 무엇인가요?
프레시서비스 is a cloud-based IT Service Management platform that runs your whole service desk in one place.
Think of it as a shared inbox that grew up, learned ITIL, and started tracking your laptops.
Freshservice helps IT teams deliver support at scale so agents can focus on real problems, not password resets.
이 간단한 개요를 시청하세요:
이 제품에는 다음과 같은 주요 기능이 포함되어 있습니다.
- IT Service Management: The core service desk where tickets, service requests, and incident management live.
- IT Asset Management: Full asset management with lifecycle tracking, discovery scans, and license compliance.
- IT Operations Management: Alert handling, on-call scheduling, and major incident workflows for your infrastructure.
- Project & Workload Management: Project boards that link tickets, tasks, and release management in one plan.
- Managed Service Provider Support: Multi-tenant support so an MSP can manage several customers separately.
- Security and Policies: Role-based access, audit logs, and security policies for agents and end users.
- Survey Distribution: Satisfaction surveys that fire on ticket closure and feed your reports.
- 연락처 관리: A requester directory that syncs employees, departments, and reporting lines.
- Response Management: Canned responses and templates that speed up repetitive replies.
자세한 내용은 저희 웹사이트를 참조하세요. Freshservice review.
프레시서비스 가격
Here’s what Freshservice costs in 2026:
| 계획 | 가격 | 가장 적합한 대상 |
|---|---|---|
| 성장 | 에이전트당 월 15달러 | Small IT teams starting their first ITSM solution |
| 찬성 | 에이전트당 월 49달러 | Growing teams that need asset and project management |
| 프로 + AI 코파일럿 | 에이전트당 월 78달러 | Teams that want Freddy AI on every ticket |
| 기업 | 에이전트당 월 79달러 | Large organizations needing robust audit trails and governance |
무료 체험: Yes, 14 days on any plan, no card required.
환불 보장: No refund window, but you can cancel before renewal.
💰 최고의 가성비: Pro — it adds asset management, project boards, and problem management, so root cause analysis stops recurring incidents. That benefit alone justifies the jump from Growth.
프레시서비스 vs 대안
Most ITSM solutions sit in one of three camps. Here is how Freshservice compares:
이 비교 영상을 보세요:
| 도구 | 가장 적합한 대상 | 가격 | 평가 |
|---|---|---|---|
| 프레시서비스 | Mid-market IT service management | 월 15달러 | ⭐ 4.6 |
| 서비스나우 | Enterprise-scale ITSM | $100+/mo | ⭐ 4.4 |
| 지라 서비스 관리 | Dev-heavy support teams | 월 21달러 | ⭐ 4.4 |
| 젠데스크 | Customer support first | 월 55달러 | ⭐ 4.3 |
| ManageEngine ServiceDesk Plus | On-premise deployments | 월 12달러 | ⭐ 4.3 |
| 아테라 | MSPs billing per technician | 월 149달러 | ⭐ 4.6 |
| 닌자원 | Endpoint and 패치 관리 | 월 30달러 | ⭐ 4.7 |
빠른 추천:
- 종합 최고상: Freshservice — the strongest balance of price, features, and setup speed
- 최고의 가성비: ManageEngine ServiceDesk Plus — cheapest per agent if you can live with the interface
- 초보자에게 가장 적합: Freshservice — the intuitive interface means agents need almost no training
- Best for enterprise governance: ServiceNow — unmatched depth once you have the budget and the staff
🎯 Freshservice Alternatives
Looking for Freshservice alternatives? Here are the top options:
- 🏢 ServiceNow: The enterprise standard. Deeper governance and workflow depth, but implementation takes months and costs several times more per agent.
- 🔧 Jira 서비스 관리: Best when your support and engineering teams already live in Jira. Ticket linking to sprints is effortless.
- 🌟 젠데스크: Stronger on external customers than internal IT. Pick it if your service desk is customer-facing first.
- 💰 ManageEngine ServiceDesk 플러스: The budget pick with a real on-premise option. Interface feels dated next to Freshservice.
- 🚀 아테라: Built for managed service providers. Flat per-technician pricing beats per-agent billing once your team grows.
- 🔒 닌자원: 엔드포인트 관리 first, service desk second. Strong choice when patching infrastructure is your main headache.
전체 목록은 다음을 참조하세요. Freshservice 대안 가이드.
⚔️ 프레시서비스 비교
Here is how Freshservice stacks up against each competitor:
- FreshService와 ServiceNow 비교: Freshservice wins on setup speed and price. ServiceNow wins on depth for organizations above roughly a thousand employees.
- FreshService와 Jira 서비스 관리 비교: Jira wins for engineering-led teams. Freshservice wins on asset management and its cleaner self-service portal.
- Freshservice와 Zendesk 비교: Zendesk wins for external customers. Freshservice wins for internal IT service management, ITIL alignment, and change management.
- Freshservice와 ManageEngine ServiceDesk Plus 비교: ManageEngine wins on price and on-premise control. Freshservice wins on interface, automation, and how fast agents learn it.
- 프레시서비스 vs 아테라: Atera wins for MSPs on flat pricing. Freshservice wins on ITIL best practices and enterprise reporting.
- Freshservice vs NinjaOne: NinjaOne wins on endpoint control and patching. Freshservice wins as a full ITSM solution with a proper service catalog.
Start Using Freshservice Now
You learned how to use every major Freshservice feature:
- ✅ IT Service Management
- ✅ IT Asset Management
- ✅ IT Operations Management
- ✅ Project & Workload Management
- ✅ Managed Service Provider Support
- ✅ Security and Policies
- ✅ Survey Distribution
- ✅ 연락처 관리
- ✅ Response Management
다음 단계: 기능 하나를 선택해서 지금 바로 사용해 보세요.
Most people start with IT Service Management.
5분도 채 걸리지 않습니다.
자주 묻는 질문
Freshservice는 어떻게 작동하나요?
Freshservice runs as a cloud-based ITSM platform. Requests arrive by email, portal, or chat, become tickets, then route to the right agent using automation rules you define.
How much does Freshservice cost per user?
Growth costs $15/agent/month, Pro costs $49/agent/month, Pro + AI Copilot costs $78/agent/month, and Enterprise costs $79/agent/month. Pricing is per agent, not per employee.
Freshdesk와 Freshservice의 차이점은 무엇인가요?
Freshdesk supports external customers. Freshservice is an ITSM solution for internal IT, adding asset management, change management, and ITIL best practices.
Is Freshservice easy to use?
Yes. The intuitive interface means most agents work tickets on day one. Admin setup for assets and change management takes a week or two.
How do I open a ticket with Freshservice?
Email your helpdesk email address, or sign in to the self-service portal and pick an item from the service catalog. Both create a ticket instantly.
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