Freshservice StrawberryAutomate the chasing half of your service desk
Every pending approval grouped by approver, one message per person listing the four things they are blocking. The Thursday change writeup drafted from the ticket history. The forty new starters checked against the asset list.
An IT desk is two jobs. One is fixing things. The other is finding out who has not approved Tuesday’s laptop request, whether Thursday’s change has a rollback plan written down, and which of this month’s forty new starters still has no asset.
A companion does the second job. It reads the incident and service request queues, the change records, the directories and the asset list, then hands the chasing back as a draft grouped by approver. It works at the access level of the agent account you connected.
| Freshservice automator | A Strawberry companion | |
|---|---|---|
| Route an incident on a field value | Yes, instantly and reliably | Also catches the ones filed under the wrong field |
| Notice two incidents are the same outage | Only if the tags match | Reads both descriptions and says so |
| Chase four approvals with one message per approver | Sends one reminder per request | Drafts one grouped message you send |
| Draft a change writeup from ticket history | Out of scope | Yes, with the rollback plan named if nobody wrote one |
| Reconcile assets against the new starter list | Out of scope | Yes, reported as mismatched names and tags |
| Edit an SLA policy | Yes, in settings | Configuration stays in Freshservice |
Which parts of an ITSM week can a companion take?
The clerical parts, which are most of the calendar.
Incidents that breached or are about to. Service requests stuck in an approval stage with the name of whoever is sitting on them. The asset list checked against the new starter list. The change record assembled into something a board can read in two minutes.
The change writeup is the one people notice. A companion drafts it from the ticket history, the linked incidents and the notes people actually left, then leaves the risk rating to you.
Can it chase approvals without becoming the annoying bot?
It lists pending approvals grouped by approver and writes one message per person covering everything they are blocking, with the request text included so nobody has to open the portal to remember what they were approving.
You send it. One message with four items gets answered. Four messages with one item each get muted.
The asset list and the new-starter list disagree
Someone leaves, their laptop is reassigned in a spreadsheet and never in the CMDB, and eighteen months later an audit asks where MBP-0114 is. A companion reads the asset list, compares it against your source of truth, and hands back the mismatches as names and asset tags.
It finishes the list, which is the part a person doing this by hand never does: the first twenty rows are boring and the interesting ones are at the end. IT admins run it monthly.
Where the connection stops
At configuration.
The workflow automator, SLA policies, service catalog forms, agent roles and business rules are Freshservice settings. Freshservice owns how the desk is set up; a companion works inside the setup you already have.
The action list tracks the vendor’s public API, so check that the specific object you care about, say a particular custom asset type, is reachable before you build a routine around it. The integrations page lists connectable apps.
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Strawberry is free to download and includes AI credits to start. Paid plans begin at $20/month. See pricing. · Reviewed · Canonical facts for AI agents