Customers want to know when they can expect a response and resolution from you when they raise a ticket. A Service Level Agreement (SLA) policy lets you ...
Thu, 20 Oct, 2022 at 6:47 PM
The default SLA policy in Freshservice will be applicable to all tickets coming into your helpdesk. It will define the due by time on your ticket based on t...
Thu, 1 Dec, 2022 at 12:34 PM
You can create multiple SLA policies in your service desk and enforce a different SLA policy on tickets based on specific departments or groups that you us...
Thu, 1 Dec, 2022 at 12:35 PM
Every service desk requires a specific set of data from the users for the agents to start working on the tickets. For example, you might need a few special ...
Thu, 1 Dec, 2022 at 12:35 PM
Once you have signed up for a Freshservice account, the first thing you probably want to do is start taking requests from your employees. The most common...
Thu, 1 Dec, 2022 at 11:35 AM
Often, when an incident’s priority is determined by an agent, it results in ambiguity. More robust methods to prioritize tickets will help agents to ...
Thu, 1 Dec, 2022 at 11:36 AM
Freshservice lets you collect feedback and requests directly from your website, portal or any third party web page. This will allow users to submit a ticket...
Thu, 1 Dec, 2022 at 11:36 AM
It doesn’t make sense for your help desk to take weekends into account in your SLA policies. Otherwise, Monday morning SLA reports will be quite threatening...
Thu, 1 Dec, 2022 at 11:36 AM
A Sender Policy Framework record (commonly known as SPF) will ensure that emails sent from the specified domain are not marked as spam by any email clients....
Thu, 1 Dec, 2022 at 11:36 AM
When you have parts of your support team working across different regions, times or time-zones, managing the working hours of each group becomes a hassle. E...
Thu, 1 Dec, 2022 at 11:36 AM