Community
Video Library
Agent Training
Freshservice
Freshdesk
Freshchat
Freshcaller
Freshsales
Freshteam
Freshworks Neo
Freshsurvey
Freshservice for MSP Support Guide: IT and Employee Service Management
Getting Started with Tickets
-
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
Ticket Actions
-
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
-
Using canned responses in ticket replies
Freddy AI Copilot
-
AI-Powered Assistance for Business and IT Teams with Freddy Copilot
-
How to use Freddy to generate reply suggestions for tickets?
-
Automatic generation of ticket summary
-
Create help articles for self-service using Freddy-AI
-
Automatically Categorize Tickets with Field Suggester
Freddy AI Insights
-
Freddy AI Insights for Freshservice
-
Freddy AI Insights Overview
-
Root Cause Analysis (RCA) in Freddy AI Insights
-
Introducing Conversational Insights
-
Freddy AI Insights: Frequently Asked Questions (FAQs)
Incident management
-
Understanding Due By times and SLA policies
-
Defining your Default SLA policy
-
Creating multiple SLA policies for specific departments and groups
-
Manage Ticket Fields with Field Manager
-
Setting up your support email address
Problem Management
-
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
-
Get started with a modern, accessible and a scalable experience for Problems
Change Management
-
Plan your Changes and Request CAB Approvals
-
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'
Service Catalog
-
Configure the Service Catalog
-
Requesting a Service from the Service Catalog [End User Guide]
-
How to restrict visibility of Service Catalog Items based on User Groups
-
Service Requests with Additional Items
-
Loaner Service Item
Knowledge Base
-
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
Task management
-
How to create tasks in Freshservice?
-
Assigning tasks to members in your team
-
Manage your Work and On-call Calendar
-
Creating a task OLA policy in your service desk
-
Optimized task management with enhanced task list view
Access controls
-
Creating a new custom role and its significance in Freshservice/Freshservice for Business Teams
-
Understanding Default Agent Roles in Freshservice
-
Troubleshooting contact import issues in Freshservice trial account
-
Delegating Approvals to Your Peers
-
Setting up Roles & Role-Based Access Controls