It all starts with orders that get lost
Urgent requests, quick questions, "just one more thing" requests... Everything comes to the IT team, constantly, through every possible channel. Amidst this constant flow, the hardest part is maintaining control.
Imagine the frustration of an employee who urgently needs access to software, but their request ended up in the wrong inbox. Or the classic scenario: three people on the same team make the same request because they didn't know it had already been processed.
This scenario is more common than it seems. And it doesn't necessarily have to do with a lack of commitment—it has to do with a lack of structure.
This is where the service catalog, especially when combined with a powerful solution like Freshservice Portugal.
1. A service catalog is much more than a list
When we think of a service catalog, some people think of an Excel spreadsheet with a list of possible requests. But a true service catalog is an organized showcase of everything the IT team (or any other department) can offer—and under what conditions.
With Freshservice Portugal, this catalog is interactive, visual, and easy to navigate. The contributor can see:
🔹 What you can order
🔹 How to order
🔹 Who handles the order
🔹 How long does it take?
This translates into a smooth, frustration-free user experience—and for the support team, it means less confusion, less noise, and more productivity.
Example:
Joana, a new employee, needs a laptop and access to four tools. Instead of sending emails to HR and IT, she accesses the catalog, selects "New Employee Onboarding," and the process starts automatically. All in less than 5 minutes.
2. Organization by profiles, teams, and services: everyone sees what they need
One of the great advantages of Freshservice Portugal is the possibility of customizing the service catalog depending on the user's profile. In other words, what a maintenance technician sees is different from what a finance employee sees.
This means less confusion and a more focused experience. It's like walking into a supermarket where the products you really need are all grouped together in front of you.
In Freshservice, you can create:
🗂️ Categories (e.g.: Equipment, Access, Applications)
🧩 Subcategories (e.g. Printers, VPN, Specific Licenses)
🔍 Smart filters and searches
🎯 Visibility controlled by group, department or location
Concrete example:
Rui works in a manufacturing plant and needs technical support for a labeling machine. In the catalog, he immediately sees the "Production Equipment Maintenance" option—he doesn't waste time searching through services that don't concern him.
3. Smart forms and automation: ordering has never been so simple
With Freshservice, requests are no longer vague descriptions sent by email and become well-defined processes, guided by adaptable forms.
The secret? Dynamic forms, which change depending on the options selected. This allows you to collect the right information the first time, without endless messaging.
What's more, the system can trigger automations immediately after submission. You can:
⚙️ Forward the request to the right team
📨 Send automatic approvals to your supervisor
⏱️ Create response deadlines depending on the urgency
📦 Integrate with other systems (such as purchasing, HR or ERP)
Everyday example:
Catarina requests a new software license. The form asks for justification, and if it's within budget, the system automatically approves and sends the order to the supplier. All without human intervention.
4. Measure to improve: real data on catalog usage
A good service catalog doesn't just improve the ordering process—it also provides valuable data for management. Freshservice Portugal offers ready-to-use reports and dashboards, such as:
📊 Number of orders per service
📈 Usage trend by department
⏳ Average time to resolution
⭐ End user satisfaction
With this information, you can make fact-based decisions: strengthen teams, improve SLAs, adjust forms, or even eliminate redundant services.
Scenario:
Company management wants to know which services are most requested by remote teams. The Freshservice dashboard shows that requests for "VPN Reset" have increased by 35% in the last two months. The result? The team decides to create a tutorial and reduce manual requests.
5. Creating a digital culture: using the catalog as your first choice
Even the best catalog can be ignored if employees aren't trained to use it. This is where good adoption practices:
📢 Communicate the advantages internally (“Ordering via catalog = faster response”)
🎓 Conduct training sessions with real-life examples
🙋♂️ Reinforce whenever someone tries to circumvent the process
📬 Send reminders and practical tips with direct links to the most used services
And with Freshservice, it's easy to keep track who is (or is not) using the system. You can intervene quickly and improve adoption in a targeted manner.
6. From perception to strategy: the IT team as a facilitator
With a well-structured service catalog, the IT team (or any other support team) stops being seen as “technical support” and becomes a strategic partner.
The impact is visible on several levels:
✅ Reduction in average response time
✅ Increased employee satisfaction
✅ Fewer errors and rework
✅ Alignment with the organization's objectives
And with Freshservice Portugal, all of this is just a click away — no coding or complex development required.
Conclusion: Turning Chaos into Clarity with Freshservice Portugal
The service catalog isn't just a feature—it's a way of working. When implemented well, it transforms overburdened teams into agile, organized, and value-driven services.
With Freshservice Portugal, you have at your disposal an intuitive, flexible, and powerful platform to manage all internal requests clearly and efficiently. From creating customized services to automation and continuous monitoring, the tool adapts to your organization's needs.
And you don't have to walk this path alone.
THE Priceless Consulting and Freshworks Gold Partner – Portugal, Brazil, Spain and the United Kingdom. This means:
✅ Specialized consultancy adapted to the reality of your company
✅ Personalized training to get the most out of Freshservice
✅ Close technical support, available when you need it
✅ Continuous monitoring to ensure the solution evolves with your business
Let's talk?
We believe that everything starts with a good conversation. We want to understand your challenges and show you how Freshservice Portugal, combined with Priceless Consulting, can raise the level of your organization's internal service.
Don't put off what you can start improving today.
Talk to us—we're ready to help your team work with more structure, agility, and impact.
Contact the team at Priceless Consulting and discover how to transform your support.
