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IT Service Management
Getting Started with Tickets
20
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
See all 20 articles
Ticket Actions
18
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
See all 18 articles
Ticket Automations
5
Creating a Supervisor rule
Creating a new scenario automation
Schedule recurring tickets using Scheduler
Executing a scenario automation on your tickets
Supervisor configuration based on custom ticket status
Virtual Agent
19
Virtual Agent for Microsoft Teams
Setting up Virtual Agent for Slack
Resolve issues and fulfill requests using virtual agent within Microsoft Teams Teams
Virtual Agent for Slack
Analyze Virtual Agent’s performance using Analytics
See all 19 articles
Dashboards
2
Increase Agent Productivity with Real-Time Custom Dashboards
Improve Team Alignment with Team Dashboards
Freshservice Arcade
1
Improving IT performance using Freshservice Arcade
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
Setting up your support email address
See all 11 articles
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
11
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'
See all 11 articles
Release Management
2
Creating an announcement before the release
Planning the release start date and end date
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
See all 7 articles
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
See all 9 articles
Task management
4
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
Team Dashboard is now more inclusive
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