Insights That Simplify IT Service Management

Zest’s Freshservice Insights hub gives service leaders practical, real world guidance on how to get more value from Freshservice. Many organisations struggle with ticket noise, workflow complexity, or unstructured service desks, and our articles provide clear recommendations based on genuine delivery experience. Every post focuses on improving Freshservice performance, strengthening automation, and enabling teams to work smarter with the platform.

We publish deep dives into Freshservice optimisation covering threading logic, SLA structures, request categorisation, and workflow reliability. Leaders use these articles to understand how small configuration decisions can have a big impact on agent workload, ticket resolution times, and service quality. Popular topics include preventing SLA breaches, improving ticket routing accuracy, and maximising automation coverage across incident, request, and change.