快速入门
This guide covers every Freshservice feature:
- 入门 — 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
- 如何使用联系人管理 — Keep employees, departments, and requester records clean
- How to Use Response Management — Reuse canned replies to cut resolution times
所需时间： 每部影片 5 分钟
本指南还包含以下内容： 专业提示 | 常见错误 | 故障排除 | 定价 | 替代方案
为什么信任本指南
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.
本指南将向您展示如何使用所有主要功能。
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.
新鲜服务
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.
大约需要三分钟。
Here is what the platform looked like when I first signed in:
现在让我们一步一步来。
第一步：创建您的帐户
Go to the Freshservice website and click Sign Up.
Enter your work email and pick a password.
✓ 检查点： 检查你的 收件箱 用于确认邮件。
步骤 2：打开 Web 应用程序
Freshservice is cloud-based, so there is nothing to install.
Sign in at your new subdomain and the dashboard loads.
这就是仪表盘的样子：
✓ 检查点： You should see the agent dashboard with an empty ticket queue.
步骤 3：完成初始设置
Add your company name, time zone, and 商业 hours under Admin.
Then invite two agents so you can test ticket routing properly.
✅ 完成： 您已准备好使用以下任何功能。
How to Use Freshservice IT Service Manager
IT服务管理 lets you handle every ticket, from the first email to the closing note, inside one service desk.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Your ticketing system now captures every request automatically.
💡 专业提示： 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资产管理 lets you track hardware, software, and licenses across the whole organization.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： Discovered 设备 should appear under Assets with model and owner details.
Step 3: Schedule Regular Scans
Set scans to run weekly so your asset 数据 保持准确。
✅ 结果： Asset lifecycles and license compliance are tracked without a spreadsheet.
💡 专业提示： 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 早期的 and run major incidents without the panic.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Your operations team can run an outage without losing the timeline.
💡 专业提示： 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.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Project work and daily tickets finally share one plan.
💡 专业提示： 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.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： Switching customers should filter every ticket list 即刻.
Step 3: Set Per-Client SLAs
Give each customer their own SLA policy and 商业 小时。
✅ 结果： Each client sees only their own tickets and assets.
💡 专业提示： 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
安全 and Policies lets you assign roles and decide exactly what each person can access.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Access is scoped to the job, not handed out by default.
💡 专业提示： 审计 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.
以下是使用步骤。
Step 1: Build the Survey
Go to Admin, then Satisfaction Survey, and keep it to two questions.
Long surveys get ignored.
步骤二：设置触发器
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： You have real numbers on service quality instead of opinions.
💡 专业提示： 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
联系管理 lets you keep employee records, departments, and 报道 lines accurate.
以下是使用步骤。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Every ticket carries the requester context your agents need.
💡 专业提示： 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.
以下是使用步骤。
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 问题.
Use placeholders for the requester name so replies still read like a person wrote them.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Repetitive tasks stop eating the first hour of every shift.
💡 专业提示： 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.
键盘快捷键
| 行动 | 捷径 |
|---|---|
| 新票 | g then n |
| Search everything | / |
| Reply to requester | r |
| Save and close ticket | Ctrl + Enter |
大多数人错过的隐藏功能
- Workflow Automator: A drag-and-drop builder for 自动化 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
❌ 错误： Launching the service desk with no self-service portal and no service catalog.
✅ 右图： 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
❌ 错误： Approving infrastructure changes over chat, then hoping somebody wrote it down.
✅ 右图： 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
❌ 错误： Spending six weeks writing a service catalog nobody has asked for yet.
✅ 右图： 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
原因： Forwarding from your old inbox was never verified.
使固定： Reopen Admin, then Email Settings, and resend the verification. Check spam filters block nothing from the domain.
Problem: Tickets Land With the Wrong Agent
原因： Two automation rules match the same ticket and fight each other.
使固定： Open Workflow Automator and reorder the rules. The first match wins, so put narrow conditions above broad ones.
Problem: Discovery Misses Half Your Assets
原因： The agent never installed on remote machines, or a firewall blocks the scan range.
使固定： Push the agent through your deployment tool and confirm the scan covers every subnet.
📌 笔记： If none of these fix your issue, contact Freshservice support.
Freshservice是什么？
新鲜服务 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.
观看这段快速概览：
它包含以下主要特点：
- 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.
- 联系人管理： A requester directory that syncs employees, departments, and reporting lines.
- Response Management: Canned responses and templates that speed up repetitive replies.
如需完整评测，请参阅我们的 Freshservice review.
Freshservice 定价
Here’s what Freshservice costs in 2026:
| 计划 | 价格 | 最适合 |
|---|---|---|
| 生长 | 每位代理人每月 15 美元 | Small IT teams starting their first ITSM solution |
| 专业版 | 每位代理每月 49 美元 | Growing teams that need asset and project management |
| 专业版 + AI 副驾驶 | 每位代理人每月 78 美元 | Teams that want Freddy AI on every ticket |
| 企业 | 每位代理每月 79 美元 | Large organizations needing robust audit trails and governance |
免费试用： Yes, 14 days on any plan, no card required.
退款保证： No refund window, but you can cancel before renewal.
💰 性价比最高： 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.
Freshservice 与其他替代方案
Most ITSM solutions sit in one of three camps. Here is how Freshservice compares:
观看这段对比视频：
| 工具 | 最适合 | 价格 | 等级 |
|---|---|---|---|
| 新鲜服务 | Mid-market IT service management | 每月15美元 | ⭐ 4.6 |
| ServiceNow | Enterprise-scale ITSM | $100+/mo | ⭐ 4.4 |
| Jira 服务管理 | Dev-heavy support teams | 每月 21 美元 | ⭐ 4.4 |
| Zendesk | Customer support first | 每月 55 美元 | ⭐ 4.3 |
| ManageEngine ServiceDesk Plus | On-premise deployments | 每月 12 美元 | ⭐ 4.3 |
| 阿特拉 | MSPs billing per technician | 每月 149 美元 | ⭐ 4.6 |
| NinjaOne | Endpoint and 补丁管理 | 每月 30 美元 | ⭐ 4.7 |
快速精选：
- 综合最佳： Freshservice — the strongest balance of price, features, and setup speed
- 最佳预算： ManageEngine ServiceDesk Plus — cheapest per agent if you can live with the interface
- 最适合初学者： 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 服务管理： Best when your support and engineering teams already live in Jira. Ticket linking to sprints is effortless.
- 🌟 Zendesk： Stronger on external customers than internal IT. Pick it if your service desk is customer-facing first.
- 💰 ManageEngine ServiceDesk Plus： The budget pick with a real on-premise option. Interface feels dated next to Freshservice.
- 🚀 阿特拉： Built for managed service providers. Flat per-technician pricing beats per-agent billing once your team grows.
- 🔒 NinjaOne： 端点管理 first, service desk second. Strong choice when patching infrastructure is your main headache.
完整列表请参见我们的 Freshservice 的替代方案 指导。
⚔️ Freshservice 对比
Here is how Freshservice stacks up against each competitor:
- Freshservice 与 ServiceNow 的对比： Freshservice wins on setup speed and price. ServiceNow wins on depth for organizations above roughly a thousand employees.
- Freshservice 与 Jira 服务管理： Jira wins for engineering-led teams. Freshservice wins on asset management and its cleaner self-service portal.
- Freshservice 与 Zendesk 的对比： Zendesk wins for external customers. Freshservice wins for internal IT service management, ITIL alignment, and change management.
- Freshservice 与 ManageEngine ServiceDesk Plus： ManageEngine wins on price and on-premise control. Freshservice wins on interface, automation, and how fast agents learn it.
- Freshservice 对比 Atera: Atera wins for MSPs on flat pricing. Freshservice wins on ITIL best practices and enterprise reporting.
- Freshservice 对比 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
- ✅ 联系人管理
- ✅ Response Management
下一步： 选择一项功能，立即试用。
Most people start with IT Service Management.
只需不到五分钟。
常见问题解答
Freshservice是如何运作的？
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.
Freshdesk 和 Freshservice 有什么区别？
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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