Freshworks

Freshservice

Modern IT service management that employees love

Freshservice is an ITIL-aligned IT service management (ITSM) platform that modernises how organisations manage incidents, service requests, changes, and assets. Its intuitive interface and AI-powered virtual agent reduce ticket volumes and accelerate resolution times.

Beyond the IT help desk, Freshservice extends to enterprise service management — HR, facilities, finance, and legal teams can each run their own service catalog on the same platform, giving employees a single portal for every workplace request.

Kenyan businesses benefit from Freshservice's cloud-native architecture: zero hardware, automatic updates, and 99.9 % uptime. Xcobean handles initial configuration, CMDB population, integration with Active Directory or Google Workspace, and staff training to ensure a smooth rollout.

Key Features

ITIL-aligned incident, problem, change, and release management

AI-powered virtual agent and smart suggestions

IT asset management with auto-discovery

Service catalog and request fulfilment workflows

Enterprise service management for HR, facilities, and more

CMDB with relationship mapping

SLA management and escalation policies

Project management and Kanban boards

Orchestration and workflow automator

Analytics and custom dashboards

Frequently Asked Questions

Getting started is simple. Contact our team for a personalized consultation where we will assess your requirements, recommend the best configuration, and handle the entire setup and onboarding process. Most deployments are completed within 1-2 business days.

All our solutions include comprehensive support. You get access to our dedicated support team via email, phone, and WhatsApp during business hours. We also provide proactive monitoring, regular health checks, and access to our knowledge base. Extended 24/7 support plans are available for mission-critical deployments.

Absolutely. Our experienced team handles migrations regularly and will manage the entire process including data migration, configuration transfer, user training, and parallel running to ensure zero downtime. We create a detailed migration plan tailored to your specific environment.

We offer flexible payment options including monthly and annual billing. Payment can be made via bank transfer, M-Pesa, credit card, or purchase order for established accounts. Annual subscriptions typically include a discount. Contact our sales team for a customized quote.

Freshservice

Key Features

Frequently Asked Questions

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