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

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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

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Ticket Automations 5

• Creating 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

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Freddy AI Agent 23

• Prepare
• Setup
• Launch
• Observe
• What's new

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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

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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'

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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

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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

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Task management 7

• 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

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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?