Over a period of time, you will have a lot of employees and requesters interacting with your service desk as they report issues and submit service requests. To make things more convenient, you probably want to create contacts for your requesters inside Freshservice before you get started. 


You can create requesters in Freshservice one by one or import them in bulk from a CSV file. You can even create departments and add requesters under them for better classification.


Quick guide to adding a new contact manually to Freshservice:

  • Go to the Admin tab and click on the Requesters icon.

  • Click on New Requester button.

  • Fill in all the details of the contact like Name, Email, Job Title etc.

  • If the agent belongs to an existing department, start typing the first few letters and select it from the list.

  • Optionally type in his phone numbers, timezone and background information.

  • Once you are done, click Save Changes.


The requester has now been added to your service desk. You could similarly add as many contacts as needed.


Quick guide to adding a new departments to Freshservice:

  • Go to Admin > Departments.

  • Click on New Department option.

  • Give the department a name and description on what the company is about.

  • Choose a department head, and decide who will get to approve service requests from members of this department.

  • Similarly, choose a prime user who will be able to view all incidents and requests raised by that department.

  • Once you are done, click Save.


After you are done creating requesters and departments, you can view the corresponding lists at their Admin pages in your service desk. You can also change any details given by choosing the Edit option displayed next to every requester or department.