Freshservice Partner Australia
Implementing Enterprise-grade ITSM
As a Freshworks partner, Lida provides sales and services for Freshservice, Freshworks' AI-powered Service Management platform. Give your IT, operations, and business teams the ability to deliver exceptional services without the complexity.
We help IT teams implement, migrate and optimise Freshservice so your service desk runs faster and smarter.
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Implementation and onboarding that fit your ways of working
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Migration from ServiceNow, Jira Service Management and Alemba
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Optimisation, automation and training for long-term success
What Freshservice can do for your organisation
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Faster resolution: triage, workflow and SLA rules to action tickets
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Controlled change: plan, approve and review changes and risks
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Full visibility: asset and CMDB tracking for better impact analysis
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Self-service: a friendly portal and catalog for self service
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Automation: eliminate repetitive tasks and handoffs
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Better insight: dashboards that highlight trends and bottlenecks
How Lida Solutions can help
Implementation and onboarding Set up projects, roles, SLAs, forms, service catalog and knowledge articles the right way from day one.
Migration from other tools Move from ServiceNow, Jira Service Management, Alemba and others. We plan mappings, clean data and manage cutover with minimal downtime.
Integrations Single sign-on, HRIS, asset and monitoring tools, notifications and webhooks so Freshservice sits cleanly in your stack.
Process design and automation ITIL-aligned processes, workflow rules and automations that fit how your teams actually work.
Training and support Hands-on enablement for admins, team leads and agents, plus optional post-go-live support.
Our approach
1. Discovery
Understand goals, current workflows and tooling. Prioritise what matters most.
2. Design
Information architecture, request types, SLAs, approval flows and data model.
3. Configure and integrate
Build Freshservice, migrate data, connect SSO and key systems, set up reports.
4. Launch and handover
UAT, training, go-live plan and post-launch support. Clear documentation for your team.
Typical timeline: X to X weeks for mid-market implementations, longer where complex integrations are required.
What you get
• A configured Freshservice environment ready for production
• Migrated request types, knowledge and selected historical data
• Core integrations and dashboards agreed in scope
• Administrator and agent training
• A concise runbook and post-go-live support window
FAQs
Do you migrate from ServiceNow or Jira Service Management?
Yes. We map objects and fields, clean data and plan cutover to minimise disruption.
How long does a standard Freshservice implementation take?
Most mid-market projects take 4 to 6 weeks. Complex integrations can extend this.
Can you integrate with SSO and HR systems?
Yes. We commonly connect SSO, HRIS and asset or monitoring tools.
What training do admins and agents receive?
Admin and agent training tailored to your build, plus quick reference guides.
Do you work outside Australia?
Our core focus is Australia and New Zealand. We support other regions on request.
How do you measure success?
Agreed KPIs such as time to resolution, backlog, CSAT and adoption of self-service.