Freshservice

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In most construction firms, IT and internal service management is a nightmare.

Field engineers lose access to shared software licenses.

Someone needs a replacement laptop… and emails three people.

A drone goes down, and nobody knows who’s responsible for reporting or replacing it.

Procurement delays simple checkouts because a form was “lost in someone’s inbox.”

The result?

🟥 Lost time

🟥 Missed approvals

🟥 Frustrated field teams

🟥 Unavailable tools during critical tasks

That’s where Freshservice comes in.

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WHAT IS FRESHSERVICE?

Freshservice is a modern IT service management (ITSM) platform that helps teams organize:

• Internal support requests
• IT ticketing and issue resolution
• Approval workflows
• Equipment and asset tracking
• License and access management

Unlike traditional IT systems that are built for banks or government agencies, Freshservice is designed with simplicity and scalability in mind — making it a perfect fit for multi-site construction firms.

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WHY CONSTRUCTION TEAMS NEED FRESHSERVICE

Let’s be clear — most construction companies don’t have a dedicated IT department with polished ticketing systems.

They rely on:

• Spreadsheets
• Shared inboxes
• Excel-based asset trackers
• Manual approval email chains
• A “just ask John” approach to IT help

This works… until it doesn’t.

Once your team scales across 3–15 active job sites, the system breaks.

Freshservice provides a 

structured internal request platform

 without overcomplicating your workflows.

Here’s how it helps.

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🧰 STREAMLINE INTERNAL REQUESTS ACROSS SITES

Whether it’s:

• Reporting a broken field laptop
• Requesting a new Autodesk license
• Logging an issue with Procore access
• Replacing drone parts after a site incident

Freshservice provides a centralized helpdesk — accessible from anywhere.

Each request is:

• Routed to the right department automatically
• Tracked with ticket IDs
• Logged and time-stamped
• Visible to the requester and resolver

No more “Did you see my email about the scanner?”

No more missed issues causing project delays.

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🔐 AUTOMATE APPROVALS FOR INTERNAL WORKFLOWS

Approvals in construction are notorious for bottlenecks.

Need to order a tool?

Need sign-off for software?

Need manager approval for site Wi-Fi setup?

Freshservice uses automated workflows that:

• Send the right approval request to the right person
• Track the status of every step
• Notify when it’s complete
• Keep a log for compliance

You can set rules like:

• “All IT equipment over $500 requires PM approval”
• “All drone repairs go through engineering and finance”

That saves dozens of back-and-forth emails per month.

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🛠️ CENTRALIZE ASSET TRACKING (TOOLS, LICENSES, DEVICES)

Field teams often use:

• Shared iPads
• Drones
• Scanning devices
• Rugged laptops
• Safety monitoring equipment
• Construction-specific software licenses

Who owns what?

When does the license expire?

What site is that drone on now?

Freshservice makes it easy to:

• Tag and assign each asset
• Log serial numbers, users, and expiration dates
• Track checkouts and returns
• Identify what’s due for renewal or maintenance

This creates a single source of truth for internal tech resources.

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📦 SUPPORT NON-IT INTERNAL SERVICES, TOO

Freshservice is flexible.

You can also manage internal requests like:

• “Request access to the estimating template”
• “Submit new subcontractor setup form”
• “Order branded PPE for new hires”
• “Request document review or legal sign-off”

These non-IT workflows are common in fast-paced construction operations and benefit from the same structure.

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USE CASE EXAMPLE: NATIONAL CONTRACTOR WITH 15 JOB SITES

A large contractor operates across 15 active job sites with a remote support team managing:

• Drone assets
• Laptops and tablets
• Software licenses (AutoCAD, Bluebeam, etc.)
• Field Wi-Fi routers and mobile hotspots
• Safety wearables with tracking sensors

They install Freshservice and:

• Field techs now submit issues via a simple web form or mobile app
• Each request is auto-routed to procurement, IT, or safety teams
• Approvals are handled by assigned team leads with a 1-click sign-off
• Equipment is logged by serial number and status
• Expired licenses and overdue repairs are flagged before they affect crews

🎯 Internal email volume drops by 70%

🎯 Response time improves by 50%

🎯 Field teams get better tool uptime and support

🎯 No more asset losses due to poor tracking

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KEY FEATURES CONSTRUCTION COMPANIES USE

✅ SERVICE CATALOG

Define common internal requests like:

• New laptop
• Access to project folders
• License renewal
• Equipment repair
• VPN setup

Prebuilt forms make submissions fast and structured.

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✅ WORKFLOW AUTOMATION

Use logic to:

• Route tickets
• Trigger approvals
• Escalate after X days
• Alert stakeholders

This eliminates manual triage and chasing.

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✅ ASSET MANAGEMENT

Keep records of:

• Tools
• Devices
• Vehicles
• Licenses
• Check-in/out history

Use barcodes or NFC tags for scan-based tracking.

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✅ REPORTING DASHBOARDS

See:

• Ticket resolution times
• Most common request types
• Team workload
• Equipment health status
• License usage trends

Use data to improve internal service reliability.

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COMPARISON TABLE

Feature	Email + Excel Tracker	Freshservice
Request tracking & visibility	❌ None	✅ Built-in
Automated routing & escalation	❌ Manual email chains	✅ Rules + workflows
Asset management	❌ Spreadsheets	✅ Real-time, serial-level tracking
Field access from phone/tablet	❌ Limited or none	✅ Mobile-friendly
Approval chain control	❌ Slow, unclear	✅ Logged, streamlined

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WHAT FRESHSERVICE IS 

NOT

 DESIGNED FOR

To be fair, Freshservice isn’t:

• A construction ERP or project management tool
• Built for managing cost codes, materials, or subcontractors
• A Procore or Autodesk replacement
• For small teams without recurring IT/internal requests

But if you run:

• 3+ job sites
• 30+ field or office staff
• Shared tech tools
• A distributed workforce

Then Freshservice fills a critical internal operations gap.

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REAL BENEFITS — NO FLUFF

When used right, Freshservice brings:

✔️ Faster internal resolutions

✔️ Less email clutter

✔️ Reduced tool downtime

✔️ Better compliance with license tracking

✔️ Improved employee onboarding/offboarding

✔️ Clear visibility across internal support systems

All from one dashboard.

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FAQ: FRESHSERVICE IN CONSTRUCTION

Can I use Freshservice for jobsite Wi-Fi issue tracking?

Yes — field staff can log tickets from any device.

Can we manage different asset types (drones, routers, laptops)?

Yes — each asset can have its own category, fields, and lifecycle status.

Can multiple departments share the system?

Yes — you can segment workflows by department (IT, safety, procurement, etc.)

How does Freshservice help with approvals?

Use automated workflows to send approval requests and track who signed what, when.

What does Freshservice cost?

It’s a SaaS subscription. Plans are tiered by features and users. You can start small and scale.

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WRAPPING IT UP

Construction teams are used to handling chaos.

But internal chaos doesn’t need to be part of the job.

Freshservice:

• Helps construction companies treat IT and internal ops with the same discipline as field work
• Replaces ad hoc emails with structured, trackable workflows
• Gives site teams what they need — faster

It’s not just for IT. It’s for everything that keeps your crew productive.

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TRY FRESHSERVICE NOW

👉 Click here to get started with Freshservice.

Streamline IT, automate approvals, and take internal coordination seriously — without the overhead.

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