Freshservice (ITSM & ESM)
A powerful IT service management tool designed with ITIL best practices. Freshservice supports incident, problem, change and asset management in a user-friendly interface.
Partners
Freshworks Partner Services
Simplify service management with Freshworks, powered by BDQ. Efficient, scalable IT services and better, faster customer service — give teams the AI-powered tools to do more with ease.
Certified ITSM specialists
Expert Freshworks implementation, backed by best practice
As certified ITSM specialists, BDQ offers expert implementation services backed by industry best practices. With offices in the UK and New York, we deliver high-quality, remote-first consulting to organisations of all sizes.
Service management, simplified
What is Freshworks?
Freshworks is a unified SaaS platform that includes a range of products designed to improve customer experience (CX), IT support and employee engagement. Its solutions are built with usability in mind, making them popular across industries for teams looking to modernise operations quickly and affordably.
Freshworks product suite
The products we work with.
A unified suite spanning IT service management, customer support, CRM, messaging, telephony and marketing.
Freshdesk (Customer Support)
A robust omnichannel customer support platform that centralises conversations across email, chat, phone and social channels, with integrated automation and SLA tracking.
Freshsales (CRM)
An AI-powered CRM that helps sales teams manage pipelines, automate outreach and close deals faster with insights, email sequences and integrated telephony.
Freshchat (Messaging Platform)
A modern conversational messaging tool that enables personalised engagement across web, mobile and messaging apps like WhatsApp and Facebook Messenger.
Freshcaller (Cloud PBX)
A cloud-based call centre solution for sales and support teams, offering call routing, analytics and integrations with CRM and helpdesk tools.
Freshmarketer (Marketing Automation)
A unified marketing suite to manage email campaigns, landing pages and customer journeys with behaviour-based automation and analytics.
Trusted by 73,000+ businesses worldwide.
BDQ's Freshworks services
Certified ITSM expertise you can trust.
As ITSM specialists, BDQ helps organisations implement Freshservice and the wider Freshworks suite to deliver scalable, ITIL-aligned service management. Our team includes ITIL-certified consultants, so our methodologies align with globally recognised best practices. Whether you're migrating from email-based ticketing systems, legacy ITSM tools, or managing siloed customer communication channels, we tailor Freshworks implementations to your business goals — quickly and effectively.
01
Freshworks Consulting
Strategic advice to align Freshworks tools with your business needs, including service design, workflow optimisation and process alignment.
02
Implementation & Configuration
End-to-end setup of Freshservice, Freshdesk or other Freshworks products with custom fields, workflows, SLAs, automation rules and user portals.
03
Data Migration
Seamless transfer of tickets, customer records, knowledge bases and user profiles from legacy platforms to Freshworks.
04
Training & Enablement
Remote-first training sessions for administrators, agents and end-users to ensure high adoption and minimal disruption.
05
Post-Go-Live Support
Optional enhancement hours for ongoing support, configuration updates and reporting improvements.
06
Multi-Region Delivery
With operations in the UK and New York, BDQ supports clients across time zones with flexible service options and a deep understanding of local compliance needs.
Why choose BDQ?
A proven digital transformation partner
BDQ is a proven digital transformation partner specialising in scalable ITSM and work management solutions. We work closely with clients to understand their goals and implement practical, high-impact solutions using best-in-class platforms like Freshworks. Our UK/US-based, remote-first team brings deep technical and consulting experience, with a focus on rapid discovery, fast delivery and long-term value.
Why choose BDQ?
- ✓ ITSM Experts — Specialists in implementing scalable, ITIL-compliant Freshservice solutions.
- ✓ ITIL-Aligned — Committed to ITIL best practices and service excellence.
- ✓ UK & US Presence — Local insights with global capability.
- ✓ Outcome-Driven Delivery — Rapid prototypes, clear roadmaps and measurable success.
- ✓ Enhancement Hours — Flexible, on-demand support after project completion.
- ✓ Remote-First, Fast Delivery — Agile approach that minimises disruption and maximises results.
“We worked well together with BDQ. The responsiveness was good. Issues were resolved quickly, especially through the testing. There wasn't anything that we wanted, that couldn't be delivered.”
— EMR Settlement | BDQ Digital Transformation Customer
From enterprises to growing mid-market teams to non-profits, BDQ helps organisations achieve scalable, cost-effective digital transformation.
Whether you're looking to modernise your IT helpdesk with Freshservice, streamline customer communications with Freshdesk, or unify your CX tools with Freshworks CRM, BDQ is here to help.
Book a Consultation. Whatever your goals, our expert consultants have you covered. Get in touch, let's talk about what you need.
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Book a 30-min consult
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Tell us roughly what you’re facing. We’ll come back within one business day with thoughts, references, and a sense of whether we’re a good fit.
- ✓ Free, no obligation
- ✓ Direct line to a senior consultant
- ✓ Honest assessment — we’ll say no if it’s not a fit