Note: If you need more help, sign up for our complimentary product consultation program and schedule 1:1 sessions with our solution specialists.
Hope you are enjoying the experience of Freshservice so far. Here is a checklist for you to ensure that you have set up everything correctly.
Also, check the Go-live handbook for admins that will be useful at the time of configuration.
1. Setup
Configure multiple support mailboxes and convert emails to tickets automatically
Customize field templates to capture relevant information at the time of raising the ticket
Set your SLAs based on both business and calendar hours according to your needs
Create Agents and auto-assign tickets
Use powerful automation mechanisms to reduce manual intervention
Use Knowledge-base for common support issues to reduce ticket volume
2. Optimize Requester Experience
Customise your support portal to reflect your brand
Organize groups based on requesters' title and department
Use mobile app to access your service desk from anywhere
3. Optimize Agent Experience
- Use canned responses to quickly respond to frequent and bulk queries
- With Scenario Automation update multiple ticket properties at once with a single click
Find out how customers feel about your service and improve based on feedback
Use Filters and Views to quickly access a particular ticket
Schedule tickets to stay on top of periodical updates
Embed Feedback widget on your portal, intranet or anywhere for users to contact support easily
With single-sign-on, you don’t have to remember multiple usernames and passwords
Built-in game mechanics to boost fun at work and healthy competition
4. Automating Asset Management
Manage all assets and Configuration Items(CI) in one place
Record and manage third party vendor contracts
Auto scan and track assets in your network
5. Be ITIL Aligned
Set field templates for Problem, Change & Release Management
Identify approval processes and configure Change Advisory Board(CAB) accordingly
Configure automation and alerts for Change
Schedule Change reports
6. User-oriented Service Catalog
Categorize service items based on type
Configure service items with permissions, approvals & SLAs
Hope you make the best use of Freshservice!
