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Partners & Integrations

Lansweeper + Freshservice: Enrich Service Desk Tickets with Complete and Accurate IT Asset Data

4 min. read
01/02/2023
By Karen Lambrechts
Freshservice-Integration-2

Business runs on technology – so, ensuring technology is running optimal is critical to success. IT service management (ITSM) software helps to establish processes and procedures that optimize the use of technology across your organization. It enables the IT service desk staff to address any issues impacting productivity or business continuity, quickly and efficiently, ultimately improving busines productivity, optimizing costs and boosting IT security. 

However, as businesses continue to digitally transform, the amount of technology in the enterprise increases – and with more technology comes more work for IT service desk staff. In fact, Zendesk reports that the average ticket volume has risen by 16% since the pandemic, and the cost of servicing a single ticket can be as high as $22 or more when you take into account the time and resources spent tracking down information, and pinpointing and troubleshooting the issue. With many businesses logging about 500 or more tickets per month, costs add up. The more a business can streamline and accelerate ticket resolution, the more money the business saves.

If you lack visibility into complete and accurate IT asset data, resolving tickets becomes a slow and arduous process. Only with access to relevant and up-to-date data can you make fast and informed decisions as you resolve incidents, manage changes and support employees with effective service management. 

Enrich Freshservice Tickets with Lansweeper Data

Freshservice from Freshworks is a cloud-based ITSM solution for service desks that provides powerful automation tools for managing incidents, assets and more. The solution is used by more than 50,000 businesses to enable better customer and employee experiences. 

To simplify the process of collecting detailed asset data related to service tickets in Freshservice, Lansweeper has built a seamless integration that enables users to enrich their Freshservice service desk tickets with complete and accurate information about technology assets. The app uses an asset’s username, serial number, or Mac or IP address to quickly fetch the information from the Lanswseeper database and save it in the Freshservice ticket. Once the data is retrieved, it appears in tabular format in a sidebar within Freshservice interface, so you can view basic asset information without having to toggle back and forth between the two applications. If you want to access the full set of asset details, simply click a hyperlink in the ticket or change request to switch over to Lansweeper.

Another helpful feature is the ability to search IT assets directly from Lansweeper, right within Freshservice interface. Once you complete the search, you can import the data into the ticket or change request details page with a few clicks. Additionally, you can link a single asset to multiple tickets. That way, if the asset is involved with multiple stages of the service ticket, you can see what part it plays in the change management process or the actual service management process.

Integration

Combining Lansweeper & Freshservice

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How Lansweeper Works

Lansweeper’s market-leading IT asset discovery technology continuously and automatically scans the network, discovering IT assets across an organization’s infrastructure. It combines agent-based and agentless deep scanning with credential-free device recognition (CDR) technology to detect and identify any connected asset – IT, OT or IoT – using a wide range of network protocols. Lansweeper can even identify shadow IT and rogue devices, as well as forgotten or idle devices. Once the assets are detected, Lansweeper collects detailed information about the asset, including information about the device, users, location  installed software and more.

With Lansweeper data flowing automatically into Freshservice, customers not only resolve tickets faster, they eliminate tedious manual work that can drive up costs. Service desk staff can rapidly assess the impact of potential changes to the infrastructure and align resources to quickly and effectively resolve service requests.

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