SOLUTIONS

ControlUp with Freshservice

Full device context, one-click remediation, and proactive monitoring, inside every ticket.
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Less Investigation for Faster Resolution
Most IT tickets stall because the investigation takes far longer than the fix. Receiving a ticket is just the beginning, because once you finish troubleshooting, the issue has often already changed.

With ControlUp + Freshservice, you have the full picture from the moment a ticket opens. Freshservice manages your workflow, while ControlUp helps you understand what’s really wrong. Together, your team spends less time digging and more time resolving the issue.
Comment ça marche

ControlUp takes you from ticket opened to resolved, without ever leaving Freshservice.

Ticket opens
Agent receives a Freshservice ticket from any user, on any device
Context loads instantly
ControlUp’s live sidebar populates with real-time device data, refreshed every three seconds, no action needed
Remediate in-ticket
Clear caches, kill runaway processes, restart services. One click, no remote session, no disruption to the employee
Auto-logged
Every action is automatically written and logged to the ticket timeline. Keep a complete audit trail, no manual notes required.
Full Context from the Moment a Ticket Opens

When a ticket lands in Freshservice, the context is already there. ControlUp embeds a live sidebar directly into every ticket — surfacing performance data, refreshed every three seconds, without any tab switching or back-and-forth with employees. Your agents skip the investigation and go straight to the fix.

From within the Freshservice ticket, they can clear caches, restart services, and kill runaway processes in one click. No need for extra tools, remote sessions, or disruption to the employee. Every action is automatically logged to the ticket timeline. 

 

  • View Performance Data: CPU, memory, disk latency, battery health, network quality, Wi-Fi signal strength, and 24-hour app crash history are auto-attached and refreshed every three seconds
  • Remediate silently: Clear caches, kill processes, and restart services without a remote session 
  • Get a Full Audit Trail: Every action is written to the ticket timeline automatically
Catch Problems Before They Become Tickets

ControlUp monitors endpoints continuously. When something crosses a threshold, a Freshservice ticket is created, so your team is already investigating before the user feels a thing. Over time, that means fewer escalations, a script library that compounds with every fix, and an IT team that’s known for keeping things running.

  • Stay Ahead of Failures: Proactive alerts flag battery failures, memory spikes, repeated app crashes, and more
  • Skip the Ticket Entirely: Many threshold breaches are resolved automatically, before they ever surface to the user
  • Pinpoint Network Issues: Distinguish between app-layer, corporate infrastructure, or home ISP issues without guesswork
Surface Security and Compliance Risks Before Audits Do

Most security exposures don’t surface until a quarterly audit, by which point the risk has been sitting there for months. ControlUp gives your team full visibility across the fleet, auto-remediates policy violations the moment they’re detected, and includes audit-ready reporting that your security team and leadership will actually trust.

 

  • Detect Violations: Security policy violations and non-compliant endpoints are flagged and remediated 
  • Know What’s Running: See every installed and running app across your entire fleet
  • Reclaim Wasted SaaS Spend: Identify idle, duplicate, or rarely used licenses and cut what you don’t need.
Témoignages de clients
FAQ
What does the integration actually show inside a Freshservice ticket?
ControlUp embeds a live sidebar directly inside the Freshservice ticket view. The moment an agent opens a ticket, they see live CPU load, RAM usage, Wi-Fi signal strength, disk latency, app crash history, and battery health – refreshed every 3 seconds. The last 24 hours of endpoint performance history is also attached automatically, with no action required from the agent or the employee.
Can my team act on issues without leaving Freshservice?
ControlUp continuously monitors all endpoints for threshold breaches – a battery dropping below a set level, memory spiking, an app crashing repeatedly, or a configuration drift event. When a threshold his triggered, ControlUp automatically creates a Freshservice ticket before the employee notices any impact. Your team is already investigating before anyone picks up the phone.
Does it require any setup on the employee’s device?
No. ControlUp deploys lightweight agents silently in the background. Employees don’t need to run scripts, describe symptoms, or take screenshots. Live data flows automatically into the Freshservice sidebar the moment a ticket opens, with zero action required from the employee.
Where can I find the integration?
The ControlUp integration is available natively on the Freshworks Marketplace. You can also request a personalized demo to see it live in action.
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