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+1 (866) 832-3090
+91 (44) 6667 8040
+44 (800) 808 5790
+61 2 8188 4692
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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
23
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 23
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 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
19
Prepare
Setup
Launch
Observe
What's new
View all 19
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
4
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
Service Catalog
8
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 8
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
Creating tasks and getting notified when they are due
Assigning tasks to members in your team
Using the Freshservice Calendar for Change and Task Management
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