IT Service Management

Getting Started with Tickets 21

• Increase Agent Productivity with Real-Time Custom Dashboards
• Viewing and accessing information about tickets
• Creating common reply templates with Canned Responses
• Managing Ticket Properties
• Understanding Custom Ticket Statuses

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Ticket Actions 20

• Replying to tickets
• Adding an existing solution as a response to a ticket
• Adding time entries to your tickets, problems, changes and releases
• Using keyboard shortcuts in your IT service desk
• Adding Child Tickets to Incidents in Freshservice

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Ticket Automations 5

• Creating a Supervisor rules
• Creating a new scenario automation
• Schedule recurring tickets using Scheduler
• Executing a scenario automation on your tickets
• Supervisor rules configuration based on custom ticket status

Virtual Agent 6

• Prepare
• Setup
• Launch
• Observe
• What's new

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Dashboards 3

• Increase Agent Productivity with Real-Time Custom Dashboards
• Improve Team Alignment with Team Dashboards
• Team Dashboard is now more inclusive

Freshservice Leaderboard 1

• Improving IT performance using Freshservice Leaderboard

Incident management 11

• Understanding Due By times and SLA policies
• Defining your Default SLA policy
• Creating multiple SLA policies for specific departments and groups
• Customizing Ticket Fields with Field Manager
• Setting up your support email address

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Problem Management 4

• Adding a Root Cause Analysis, Impact Analysis, and Symptoms Report
• Linking problems to an existing or new change
• Adding permanent solutions or workarounds to a problem
• Setting up Custom Statuses for Problems

Change Management 12

• Getting Started with Changes
• Specifying reason and impact before performing a change
• Adding Rollout and Backout plans to the changes
• Understanding Change Approvals and CABs
• Assess the 'Business Impact of Change'

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Release Management 2

• Creating an announcement before the release
• Planning the release start date and end date

Approvals 3

• Service request and change approval via Email
• Service request approvals- requesting an approval (manually/automate) and approving a service request
• Editing service request and enhanced visibility on approval process for Requesters

Service Catalog 7

• Configuring the Service Catalog [Agent Guide]
• Requesting a Service from the Service Catalog [End User Guide]
• How to Customize the Service Catalog based on User Groups
• Service Requests with Additional Items
• Loaner Service Item

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Knowledge base 9

• Helping users to your documentation
• Understanding the three-level solutions hierarchy
• Manage the Access and Visibility of Your Knowledge Base Solutions
• Difference between Workaround and Permanent Solution
• Capturing knowledge and creating drafts through emails

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Task management 5

• Creating tasks and getting notified when they are due
• Assigning tasks to members in your team
• Viewing and completing tasks from your task list
• Using the Freshservice Calendar for Change and Task Management
• Creating a task OLA policy in your service desk

Return to Work 5

• Reopen Safely with the Return to Work App
• Streamline Workplace Entry Requests
• Screening Employees during Entry/Exit
• Managing and Provisioning Safety Equipment
• Building Reports to Manage Workforce

Collaborator 1

• Collaboration on Tickets - MS Teams