Now, that you’ve created you signed up, the next step is to set up your service desk. You can do it in three simple steps:
1. Add Primary Helpdesk email
The first step is to add your primary helpdesk email address. If you’re given your service desk name (while filling up the signup form) as example.freshservice.com, your helpdesk email address will then be firstname.lastname@example.org. This will also be the default reply-to address when you send emails from your service desk.
If you wish add a custom email address as your primary helpdesk email address, you can do so by entering the new email address in the input field.
Once you’re done, you will have to configure the helpdesk mailbox to forward all the emails to your service desk. In order to do that, click on link that says ‘how you can do it’ and you will be shown the necessary steps.
You can also check if the set up is working by sending a test email. To send a test email, click on the Send Test Email button.
2. Add Agents
The next step is to add agents to your service desk. Enter the email addresses of the employees you wish to add as agents. If you’re adding multiple email addresses, add them using a comma and click on Send Invite. An email will be sent, through which they can gain access to the service desk.
3. Rebrand Your Helpdesk
The next and final step is rebranding your service desk with your company’s logo. You can enter a fancy name for your service desk, and also upload the logo of your company by clicking on Change Logo.
You can also change the color scheme of your helpdesk to align with your brand. You can do that by click on the color palettes present in the Preview section.
With that you’ll be done with the basic setup of your service desk. To go to your service desk dashboard, click on Jump right in!.
Know your Way around Freshservice
Before learning about each individual modules, it is essential to know they key components of the Freshservice UI. This will help you in effectively navigate once you log into the application.
Sidebar - You can access all the key modules like Incident, Problems, Change, Release, Reports, Settings, etc. from the sidebar. You can’t customize or rearrange modules in the sidebar.
Ticket Summary - This section gives you a glimpse of tickets that come into your service desk. Apart from giving you the number of overdue tickets, it also gives you stats on tickets that are unassigned, open, on hold and due today.
Recent Activity - Right below Ticket Summary, you can see a list showing the log of recent activity that happened in your service desk.
Global Search - With our enhanced global search, you can easily find the information that you’re looking for. To know more about how effective our search is, check out the solution article.
Calendar - The calendar icon next to the search bar takes you to the ITIL calendar that lays out all the tasks that are being scheduled by you as well as other teams.
Quick Create Button - The small + New button next to the global search allows you to instantly create an incident, request, problem, change, or release.
Announcements - All internal service desk announcements will be displayed here. If you’re an admin, you can post the announcement and all the agents who are part of the service desk will be able to see the announcement on their dashboard.
Agent Availability Status - You can get a list of all the available agents in your service desk. This will allow you plan your day accordingly.
Now, that you’ve set up your service desk and know your way around, let’s jump right into Admin Settings as the module offers several options to configure your service desk based on your requirements.