Categories, knowledge, canned responses, SLAs, catalogue and routing all quietly drift as a service grows. A health check scores where yours stands — and the full audit tells you what it's costing you and what to fix first.
Service Desk Performance Audit · £995 (founding rate £745) · delivered inside a week
The problem
Freshservice is rarely misconfigured on purpose. Categories multiply, the knowledge base goes stale, canned responses stop matching real demand, and routing rules accrete until half of it is manual — one reasonable decision at a time, over years.
The result is a service that's slower and more expensive than it needs to be, and reporting that hides the real demand drivers. A structured health check surfaces the decay; the full audit quantifies it and gives you the plan.
Dozens of categories, most tickets landing in a handful
A knowledge base that no longer deflects anything
Thin or duplicate canned responses and catalogue items
SLAs that don't map cleanly to priorities
Manual routing where rules should be doing the work
Freddy AI underdelivering on messy underlying data
How the audit tackles it
The free readiness scan scores your configuration across the same seven ITIL-aligned dimensions the full audit uses — knowledge base, ticket data quality, categorisation, canned responses, SLA configuration, service catalogue, and routing — in about five minutes, read-only.
The full Service Desk Performance Audit takes it further: 12 months of trend analysis, the cost attached to each finding, and a 90-day plan sequenced by effort versus impact. As part of it, you'll also see exactly what Freddy AI would do on your current data — and why.
What you get
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your workspace and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
FAQ
Twelve months of your Freshservice data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.