IT Service Management

Getting Started with Tickets 23

• 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

View all 23

Ticket Actions 22

• 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

View all 22

Ticket Automations 7

• 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

View all 7

Virtual Agent 6

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

View all 6

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

View all 11

Problem Management 5

• 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 13

• 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'

View all 13

Release Management 2

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

Approvals 4

• Ticket 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
• Transitioning to the Enhanced Email Approval Experience

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

View all 7

Knowledge Base 10

• 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

View all 10

Task management 5

• Creating tasks and getting notified when they are due
• Assigning tasks to members in your team
• Using the Freshservice Calendar for Change and Task Management
• Creating a task OLA policy in your service desk
• Optimized task management with enhanced task list view

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 4

• Setting up collaboration apps
• Collaboration on Tickets - MS Teams
• Setting up Zoom Meetings for incident management
• Collaboration on Tickets - Slack