Getting started with Freshservice

Setting up Freshservice 11

• Freshservice Onboarding Flow
• List of Dynamic Placeholders
• Setting up Your Support Email Address
• Managing Agents in Freshservice
• Scanning and discovering assets in your network

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Setting up your self service portal 9

• Branding your service desk with your name and theme
• Logging in and accessing your service desk
• Using a Vanity Support URL and pointing the CNAME in Freshservice
• Get Conversational with Chatbots in Your Self-Service Portal
• Configuring a custom SSL certificate for your helpdesk portal

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FreshThemes 13

• Getting started with FreshThemes
• Portal layout basics
• What is Handlebars JS?
• Palettes and Hex Codes
• Partials and Placeholders

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User Management 18

• Understanding Full-time vs. Occasional agents
• Setting up a Password Policy in Freshservice
• Adding Custom Fields for Users (Requesters & Agents) in Freshservice
• Adding requesters in Freshservice
• Importing requesters from a CSV file

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Single Sign On and Remote Authentication 8

• Single Sign-On for Freshservice using SAML
• Setting Up Active Directory Single Sign On (SSO) for Remote Authentication
• Setting up Microsoft Azure AD Single Sign-on in Freshservice
• Single Sign On / Remote Authentication in Freshservice
• Configuring ADFS for Freshservice with SAML 2.0

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Form fields and Form templates 14

• Setting up form fields for tickets, problems, changes and releases
• Using Dependent Fields with Tickets, Problems, Changes and Releases
• Different types of ticket fields and what they do
• Understanding Dependent Fields
• Customizing Helpdesk Statuses

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Sandboxing in Freshservice 2

• Sandboxing in Freshservice
• Introduction to Sandbox in Freshservice

Managing Notifications 3

• Schedule and Post Announcements in Freshservice
• Notification Center
• Customizing the Requester Portal to Include Notification Center

How Search Works 1

• How Search Works in Freshservice

Email Notifications 5

• Configuring Email Notifications For New Tickets
• Managing Alerts for Problems, Changes and Releases
• Email Notification for Expiring Assets
• Setting Email Notification for IP Restriction and addition/deletion of Agents
• Configuring Multilingual Email Notifications

Freshworks Email Service Migration 4

• Migrating from SendGrid to Freshworks Email Service (US)
• Migrating from SendGrid to Freshworks Email Service (EU)
• Migrating from SendGrid to Freshworks Email Service (AU)
• Migrating from SendGrid to Freshworks Email Service (IND)

Email Server Upgrade 2

• Email Server Upgrade - US Data Center
• Email Server Upgrade - EUC Data Center

Critical product announcements 4

• OS and Browser requirements to support custom domains in Freshservice
• Deprecation of Password-Based Authentication for Google & Microsoft Email
• Freshservice List of Migration Items - May 2022
• Freshservice List of Migration Items - November 2022

No code portal 5

• Build portals on the fly the no-code way
• Common actions supported by No code portal builder
• Managing Header and Banner sections
• Creating custom sections using widgets
• Customizing existing home page sections - cards and tickets sections