Support Guide: IT and Employee Service Management
Getting Started with Tickets
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Increase Agent Productivity with Real-Time Custom Dashboards
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Viewing and accessing information about tickets
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Creating common reply templates with Canned Responses
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Managing Ticket Properties
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Understanding Custom Ticket Statuses
Ticket Actions
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Adding an existing solution as a response to a ticket
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Adding Time Entries to your Tickets, Problems, Changes, and Releases
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Using keyboard shortcuts in your IT service desk
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Adding Child Tickets to Incidents in Freshservice
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Using canned responses in ticket replies
Freddy AI Copilot
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AI-Powered Assistance for Business and IT Teams with Freddy Copilot
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How to use Freddy to generate reply suggestions for tickets?
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Automatic generation of ticket summary
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Create help articles for self-service using Freddy-AI
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Automatically Categorize Tickets with Field Suggester
Freddy AI Insights
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Freddy AI Insights for Freshservice
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Freddy AI Insights Overview
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Root Cause Analysis (RCA) in Freddy AI Insights
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Introducing Conversational Insights
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Freddy AI Insights: Frequently Asked Questions (FAQs)
Incident management
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Understanding Due By times and SLA policies
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Defining your Default SLA policy
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Creating multiple SLA policies for specific departments and groups
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Manage Ticket Fields with Field Manager
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Setting up your support email address
Problem Management
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Adding a Root Cause Analysis, Impact Analysis, and Symptoms Report
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Linking problems to an existing or new change
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Adding permanent solutions or workarounds to a problem
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Setting up Custom Statuses for Problems
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Get started with a modern, accessible and a scalable experience for Problems
Change Management
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Plan your Changes and Request CAB Approvals
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Specifying reason and impact before performing a change
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Adding Rollout and Backout plans to the changes
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Understanding Change Approvals and CABs
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Assess the 'Business Impact of Change'
Service Catalog
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Configure the Service Catalog
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Requesting a Service from the Service Catalog [End User Guide]
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How to restrict visibility of Service Catalog Items based on User Groups
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Service Requests with Additional Items
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Loaner Service Item
Knowledge Base
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Helping users to your documentation
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Understanding the three-level solutions hierarchy
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Manage the Access and Visibility of Your Knowledge Base Solutions
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Difference between Workaround and Permanent Solution
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Capturing knowledge and creating drafts through emails
Task management
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How to create tasks in Freshservice?
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Assigning tasks to members in your team
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Manage your Work and On-call Calendar
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Creating a task OLA policy in your service desk
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Optimized task management with enhanced task list view
Access controls
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Creating a new custom role and its significance in Freshservice/Freshservice for Business Teams
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Understanding Default Agent Roles in Freshservice
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Troubleshooting contact import issues in Freshservice trial account
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Delegating Approvals to Your Peers
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Setting up Roles & Role-Based Access Controls