Freshservice lets you specify the reason and impact to Changes in your service desk. This is useful when you want to keep your analysis documented and share within your team. You can also modify the properties of the change including priority, impact, and risk.

To add the reason for changes:

1. Log in to your Freshservice account.

2. Click Changes on the left pane. By default, the view page consists of your new and open changes.

3. To select a different view, click the Changes dropdown at the top left corner, and choose another view from the list.

4. Click any Change Subject to view its details.

5. Under Planning, click the Reason for Change field box. You can add description, insert images and links, and attach files to supplement your report.

6. After specifying relevant information, click Add to save your changes.
 

To add the impact on changes:

1. Click Changes on the left pane. By default, the view page consists of your new and open changes.

2. To select a different view, click the Changes dropdown at the top left corner, and choose another view from the list.

3. Click any Change Subject to view its details.

4. Under Planning, click the Impact field box. You can add description, insert images and links, and attach files to supplement your report.

5. After specifying relevant information, click Add to save your changes.

Note: You can update the Change Type, Priority, Impact, Risk, and Date fields under the Properties section on the right.

Now, every time a change manager opens up your changes, they can view the reason and impact information you provided.