Freshservice comes with a ready-to-use discovery probe that makes it easy for you to scan your network for hardware assets and add them to your helpdesk.


The Freshservice Probe is a Windows application that can be installed on any workstation or laptop in your network. Once installed, it will be able to scan through all kinds of computers (including those running on Mac OS X or Linux), network routers, switches and other devices like printers etc. As long as you have the probe running on the same network, you will be able to go through asset discovery without any problems. Besides scanning for devices, you can use Probe to import users from your Active Directory and also schedule periodic scans.


The following Solution Articles will help you get started on using the Probe:

  1. Downloading and Installing Freshservice Discovery Probe
  2. Configuring the Discovery Probe - First time using the configuration wizard
  3. Managing scanned assets and error messages - Day to Day functioning of the probe

  4. Troubleshooting error messages in Discovery probe



What information does the Probe fetch?


Laptops and Desktop Computers


For laptops and desktop machines, Probe fetches the following details:

  • Name
  • Asset Type
  • Product (Finds the Product based on the model name of machine. If that is not found, the probe creates one and associates it)
  • Manufacturer
  • Serial Number
  • Last Audit Date
  • OS/OS Version/OS Service Pack
  • Memory
  • Disk Space
  • CPU Speed
  • CPU Core Count
  • Mac Address
  • Location (Needs to be manually set for the Probe entry in the account)
  • Components: Processor, Memory, Logical Drive, Network Adapter
  • Software: CIs and Non-CIs
  • Used By (If the probe is used to import the user information)

Software Applications


Softwares that are installed in each of the computers that are scanned are also added to Freshservice. These are not actively tracked by default. Add a software as a Product in Product Catalogue to actively track all the installs of the software. If this is not done, the software is listed as a Non-Asset (Non-CI) in the Software section of the Asset where it is installed.


Software CI details include:

  • Product
  • Version
  • Installed Machine
  • Installation Path
  • Last Audit Date
  • Installation Date

User Information


For the Users that are imported, Probe fetches details like:
  • First and Last Name
  • Email (If no valid Email ID is found, the user will be created as a deleted requester)
  • Department (Finds or creates)
  • Reporting Manager
  • Address
  • Job title
  • Phone Number

How does the probe fetch all of the above information?

The Probe uses WMI Queries to fetch data from Windows machines. By using SSH, the Probe executes shell commands and fetches information from Linux and Mac machines. 

SNMP protocol is used to fetch Object IDentifiers (OID) from Network devices like Printers, Routers, Firewall, and Switches. Then later the OID can be used to fetch information for the device.