Service Desk FAQ

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

Q. How can I configure the visibility of service items in the service catalog?

A.  You can restrict the visibility of Service Items to specific requester groups by following the steps below.

1. Navigate to Admin. 
2. Under the Service Management section, go to the Service Request Management sub-section, and click on the Service Catalog option.
3. Click on the required Service Item and select the Settings tab.
4. Under the "Choose who can view this service item" section, select the required Agent groups and Requester groups who can access the service item.
   
   

Once the restriction has been applied, the service item will only be visible to the selected users or groups when they are logged in to Freshservice. Other users will not be able to see or access the item.

Q. Are Bulk actions available for requesters?

A. Bulk actions are not available for requestors. They can only view the tickets they raised or shared by other requesters. For more details, please refer - Share Ticket with Requesters and Access Changes from their department

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

A. The requestor cannot be a watcher. Only the agents can be added as watchers to tickets. But requesters can be shared tickets. For more details, please refer - Sharing Tickets and Changes with other Requesters: Freshservice 

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

A. Yes, you can make an agent an Asset admin. He'd be able to manage the assets without having access to incidents or other ITIL modules. You have to assign the appropriate roles to the agent.

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

A. Session Timeout should be between 5 minutes and 365 days.

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 them.

Q. Can you import your own holiday list?

A. You can define the Yearly Holiday List either manually or by importing a country's holiday list by specifying the region. You can import your own list of holidays, but you can add individual holidays one by one.

Here are some common questions related to managing tickets in Freshservice.

Q: Why are SLAs important?

A: Service Level Agreements (SLAs) are important because they set expectations with customers (requestors). For requestors, SLAs reduce the chance of disappointment since they have an estimate of the resolution time. For agents working on the requests, SLAs help 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 any ticket fields except paragraph and content fields.

Q: In which plan can you add multiple SLAs?

A: Multiple SLA policies can be added to Growth, Pro, and Enterprise plans.

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

A: Automation rules can be configured to run on business or calendar hours.

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

A: Yes. Please navigate to Admin -> Field manager -> Ticket fields -> Source -> Add item. Make sure the new source is enabled to have it displayed in tickets.

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: An agent can always view the tickets they raised. So, the agent can view the ticket they raised to the other group but cannot see other tickets in that group.

Q: Where will you configure Escalation emails?

• A: Escalation emails can be configured in the SLA policies. To do this,
  Navigate to Admin> Service Management > Service Desk Settings > SLA and OLA Policies. 
• You can either create a new SLA Policy or edit an existing one for tickets and tasks. 
• Add the escalation rule and hierarchy under ‘What happens when the due date approaches / this SLA is violated?’. 
• Here you can mention the time of escalation and to whom the escalation mail has to be sent. 

You can also add multiple levels of escalation in case the issue stays unresolved.

If you want to use Freshservice on an iPad in kiosk mode, you can easily do so by following these simple steps:

Step 1: Enable Kiosk Mode

The first step is to enable kiosk mode on your iPad. To do this, go to Settings-> General -> Accessibility ->Guided Access. Toggle the switch to turn it on and set a passcode that will be required to exit kiosk mode.

Step 2: Set the Home Page to the Freshservice Portal

Once you have enabled kiosk mode, you need to set the home page to the Freshservice portal. To do this, open Safari and navigate to the Freshservice portal. Tap the Share button (the square with an upward arrow) and select Add to Home Screen. Name the shortcut "Freshservice" and tap Add.

Step 3: Configure Freshservice Portal

Log in to your Freshservice account and navigate to Admin -> Support portal settings. 

Here you can configure the portal only to show the Search a requester field for users to create a ticket. You can also configure the portal to use a limited role for kiosk mode or set the new ticket on the portal and view solutions for everyone.

If you choose to set the new ticket on the portal and view solutions for everyone, keep in mind that the user will need to enter a CAPTCHA to create the ticket. This can help prevent spam and ensure that only legitimate requests are submitted.

Step 4: Use Freshservice in Kiosk Mode

With the iPad in kiosk mode and the Freshservice portal configured, you can now use Freshservice in kiosk mode. When a customer approaches the iPad, they will only see the Search a requester field. They can enter their request and submit it. The ticket will be created automatically and can be viewed in your Freshservice account.