NEW TO FRESHSERVICE?
Freshservice Consulting That Makes Your Service Desk Work Better
If you are setting up Freshservice for the first time or trying to improve an existing system, Zest will help you get it working the way you need. Our consulting and implementation services give you practical guidance, clearer workflows, and a configuration that is easy for your team to manage.
Zest provides Freshservice consulting and implementation services for organisations that want a properly designed, future ready service desk. Many teams start with Freshservice only to find their setup no longer fits their structure, workflows, or support model. We rebuild, reimplement, and optimise Freshservice so it matches your real service operations and delivers measurable improvements across incident, request, change, problem, and asset modules.
Our Freshservice consultancy covers everything from service desk onboarding and multi entity configuration through to workflow mapping, ticket routing logic, SLA matrix design, and approval structures. We specialise in rebuilding Freshservice environments that have grown inconsistent or disjointed over time. Whether you need new risk based change management workflows, improved categorisation models, location based routing, or a clean service catalogue, Zest brings clarity and technical depth to your Freshservice setup.
Launching Freshservice? Let’s build a foundation for long-term success.
Our track record includes Freshservice onboarding for Harney’s and GPHC, redesigning ticket routing across multi site organisations, and creating audit ready change management lifecycles. Every reimplementation includes service design workshops, configuration alignment sessions, and fully documented admin guidance.
Zest’s signature frameworks, including our Freshen Up Health Check and Service Desk Design Sprint, provide structured methodologies for improving Freshservice performance. These frameworks give leaders visibility across every module, highlight maturity gaps, and produce clear roadmaps for configuration improvements.
Downloadable assets include our Freshservice health check framework and the ITSM Playbook for Service Leaders. With Zest, organisations get a confident, well structured Freshservice environment built on best practice, automation, and operational clarity.
Implementation & Transformation
Launching a new service desk tool can be complicated. We make it simple. Zest handles the discovery, design, and build so your service desk starts with clean workflows, sensible catalogues, and approval routes that make sense for your organisation.
We don’t just set up your system; we build a foundation for long-term success. From custom workflows to automation that actually works, we ensure Freshservice fits your business—not the other way around.
✔ Go live faster with a tailored setup
✔ Reduce friction with smart automation
✔ Future-proof your system for growth
Book a call and get Freshservice working for you from day one.
Health checks & Optimisation
Already on Freshservice but not achieving desired results? Let’s fix that.
If Freshservice is already in place but not performing well, we diagnose the root causes and create a practical optimisation plan. From routing to SLAs to automation design, we refine your system so it delivers the experience your agents and requesters expect.
Many service desks struggle with routing issues, catalogue complexity, poor automation, or inconsistent reporting. Our optimisation work addresses these problems with structured analysis, RAG scoring, and a clear improvement roadmap that increases performance and reduces manual effort.
✔ Cut out inefficiencies and bottlenecks
✔ Automate repetitive tasks to boost productivity
✔ Gain real insights with optimized reporting
Let’s optimize your Freshservice – start your health check now.
We specialise exclusively in Freshservice. Our team has years of hands on configuration and delivery experience, allowing us to design environments that are intuitive, scalable, and easy to maintain. We bring both technical depth and strategic clarity.
✔ Flexible access to Freshservice expertise
✔ Scalable support tailored to your needs
✔ Cost-effective alternative to hiring in-house specialists
Skip the learning curve – get instant access to Freshservice expertise
Portfolio
We have delivered Freshservice improvements for Ecko, Brunel, and Ocado with better workflows, simpler service catalogues, and improvements to automation and requester experience.
Our recent projects include: