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    Support Guide: IT Service Management

    Getting Started with Tickets 25
    • Increase Agent Productivity with Real-Time Custom Dashboards
    • Viewing and accessing information about tickets
    • Creating common reply templates with Canned Responses
    • Managing Ticket Properties
    • Understanding Custom Ticket Statuses
    View all 25
    Ticket Actions 22
    • Adding an existing solution as a response to a ticket
    • Adding time entries to your tickets, problems, changes and releases
    • Using keyboard shortcuts in your IT service desk
    • Adding Child Tickets to Incidents in Freshservice
    • Using canned responses in ticket replies
    View all 22
    Ticket Automations 5
    • Creating a Supervisor rules
    • Creating a new scenario automation
    • Schedule recurring tickets using Scheduler
    • Executing a scenario automation on your tickets
    • Supervisor rules configuration based on custom ticket status
    Freddy AI Copilot 14
    • Empower IT staff and unlock productivity with Freddy Copilot
    • How to use Freddy to generate reply suggestions for tickets?
    • Automatic generation of ticket summary
    • Create help articles for self-service using Freddy-AI
    • Perform quick service desk actions conversationally with Freddy
    View all 14
    Freddy AI Agent 23
    • Prepare
    • Setup
    • Launch
    • Observe
    • What's new
    View all 23
    Freddy AI Insights 4
    • Freddy AI Insights for Freshservice
    • Freddy AI Insights Overview
    • Root Cause Analysis (RCA) in Freddy AI Insights
    • Freddy AI Insights: Frequently Asked Questions (FAQs)
    Dashboards 3
    • Improve Team Alignment with Team Dashboards
    • Team Dashboard is now more inclusive
    • Enhancements in Team Dashboard access privileges (Feb'2024)
    Freshservice Leaderboard 1
    • Improving IT performance using Freshservice Leaderboard
    Incident management 11
    • Understanding Due By times and SLA policies
    • Defining your Default SLA policy
    • Creating multiple SLA policies for specific departments and groups
    • Customizing Ticket Fields with Field Manager
    • Setting up your support email address
    View all 11
    Problem Management 5
    • Adding a Root Cause Analysis, Impact Analysis, and Symptoms Report
    • Linking problems to an existing or new change
    • Adding permanent solutions or workarounds to a problem
    • Setting up Custom Statuses for Problems
    • Get started with a modern, accessible and a scalable experience for Problems
    Change Management 15
    • Getting Started with Changes
    • Specifying reason and impact before performing a change
    • Adding Rollout and Backout plans to the changes
    • Understanding Change Approvals and CABs
    • Assess the 'Business Impact of Change'
    View all 15
    Release Management 4
    • Creating an announcement before the release
    • Planning the release start date and end date
    • Get started with a modern, accessible and a scalable experience for Releases
    • Get started with a modern, accessible and a scalable experience for Releases
    Approvals 5
    • Ticket and change approval via Email
    • Service request approvals- requesting an approval (manually/automate) and approving a service request
    • Editing service request and enhanced visibility on approval process for Requesters
    • Transitioning to the Enhanced Email Approval Experience
    • Introducing groups and chains in Approvals: intervention required
    Service Catalog 9
    • Configuring the Service Catalog [Agent Guide]
    • Requesting a Service from the Service Catalog [End User Guide]
    • How to Customize the Service Catalog based on User Groups
    • Service Requests with Additional Items
    • Loaner Service Item
    View all 9
    Knowledge Base 12
    • Helping users to your documentation
    • Understanding the three-level solutions hierarchy
    • Manage the Access and Visibility of Your Knowledge Base Solutions
    • Difference between Workaround and Permanent Solution
    • Capturing knowledge and creating drafts through emails
    View all 12
    Task management 6
    • How to create tasks in Freshservice?
    • Assigning tasks to members in your team
    • Manage your Work and On-call Calendar
    • Creating a task OLA policy in your service desk
    • Optimized task management with enhanced task list view
    View all 6
    Return to Work 5
    • Reopen Safely with the Return to Work App
    • Streamline Workplace Entry Requests
    • Screening Employees during Entry/Exit
    • Managing and Provisioning Safety Equipment
    • Building Reports to Manage Workforce
    Collaborator 5
    • Setting up collaboration apps
    • Collaboration on Tickets - MS Teams
    • Setting up Zoom Meetings for incident management
    • Collaboration on Tickets - Slack
    • Collaboration on Tickets - MS Teams Meetings
    Surveys 2
    • How to set up and trigger Surveys using Freshservice?
    • What are the question types offered by Freshservice for surveys?
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