Incident management

Customers want to know when they can expect a response and resolution from you when they raise a ticket. A Service Level Agreement (SLA) policy lets you ...

The default SLA policy in Freshservice will be applicable to all tickets coming into your helpdesk. It will define the due by time on your ticket based on t...

You can create multiple SLA policies in your service desk and enforce a different SLA policy on tickets based on specific departments or groups that you us...

Every service desk requires a specific set of data from the users for the agents to start working on the tickets. For example, you might need a few special ...

Once you have signed up for a Freshservice account, the first thing you probably want to do is start taking requests from your employees. The most common...

  Often, when an incident’s priority is determined by an agent, it results in ambiguity. More robust methods to prioritize tickets will help agents to ...

Freshservice lets you collect feedback and requests directly from your website, portal or any third party web page. This will allow users to submit a ticket...

It doesn’t make sense for your help desk to take weekends into account in your SLA policies. Otherwise, Monday morning SLA reports will be quite threatening...

A Sender Policy Framework record (commonly known as SPF) will ensure that emails sent from the specified domain are not marked as spam by any email clients....

When you have parts of your support team working across different regions, times or time-zones, managing the working hours of each group becomes a hassle. E...