Service Desk FAQ

This article answers some common questions about service management in Freshservice.

Q. How will you configure the visibility of service items in the service catalog?

A. When you try to edit a particular item in the service catalog, you can configure visible groups or make it available for everyone.

Q. Are Bulk actions available for requesters?

A. Bulk actions are not available for requestors. They can only view the tickets that they raised and not the ones raised by others.

Q. Can a requester be a watcher for a ticket?

A. The requestor can never be a watcher. Only the agents can be added as watchers to tickets.

Q. Can you create a non-admin role to manage the CMDB?

A. Yes, you can just make an agent a CMDB admin. He'd be able to manage the CMDB without having access to incidents or other ITIL modules.

Q. What's the minimum logout session time you can set?

A. You can set a minimum session time of 5 minutes.

Q. What is the difference between a prime user and a dept head?

A. A prime user can view all the incidents and service requests in their department while the department head can also approve service requests in their department.

Q. Can you import your own holiday list?

A. There are options to import holidays based on the country you are in. You can also manually add the holidays, however there is no option to import your own holiday list.

This article answers some common questions around managing tickets in Freshservice.

Q. Why are SLAs important?

A. Service Level Agreement is the agreed commitment between the customer and the service provider. They are important to set the expectations right with your customers (in this case requestors). For the requestor, SLA reduces the chance of disappointment since they have an estimate of the resolution time. For the agents working on the requests, SLA helps them stay on track and improve their resolution and response times.

Q. Which fields can SLAs be applied to?

A. You can choose when a particular SLA policy has to be enforced based on either group, department, source, type, or category of the ticket. 

Q. In which plan you can add multiple SLAs?

A. Multiple SLA policies can be added in Garden and Estate plans.

Q. Will the automation rules run based on business hours or calendar hours?

A. Automation rules run based on calendar hours. 

Q. Can you add an extra value for the Ticket Source field?

A. Adding an extra source value is not possible. Instead, you can add a custom field for source with the options that are applicable to you and hide the original source field.

Q. Will adding someone in the CC section make them a requester?

A. No, it doesn't. 

Q. If an agent has group access and he raises a ticket to another group, how will he view the ticket?

A. A requestor can always view the tickets he raised. So, the agent can view the ticket he raised to the other group but cannot see other tickets in that group.

Q. Where you will configure Escalation emails?

A. The escalation emails can be configured in the SLA policies.

1. You can navigate to Admin> SLA Policies.
2. You can either create a new SLA Policy or edit an existing one. You can add the escalation rule and hierarchy under ‘What happens when the due date approaches / this SLA is violated?’.
3. Here you can mention the time of escalation (like if it has to be before or after the SLA violation) and to whom the escalation mail has to be sent. You can also add multiple levels of escalation in case the issue stays unresolved.