Contacts
 

This page lets you handpick a set of contacts and add them to your help desk. These contacts will have selective privileges to submit requests to your helpdesk. You can restrict access such that only people who have been added here are allowed to login to your self-service portal and access your knowledge base.

 You can fill in the details of each of your new contacts manually or import a list of users from a CSV file. Once you have populated your list, your agents can open up each of your contacts and view their ticket history and contact information.


Contact Fields


The contact form in Freshservice lets you capture important data from your customers so that you can support them better. You can help your team get additional context about customers quickly by including custom fields based on your type of business. For example, you can collect information with custom fields for pricing plan, company etc. and prioritize tickets accordingly in your helpdesk.

Just like your ticket fields, you can add new fields to the customer sign up form and make them mandatory. You can also have private fields that are visible just to your agents.



Agents


The list shows all Agents added in your service desk. You can edit an existing agent’s permissions and access rights by hovering over the agent and clicking on “Edit”. You can add new agents by clicking on the “New Agent” button.


Groups


You can organize your agents into specific Groups like “Sales” and “Product Management”. Segmenting them into divisions lets you easily assign tickets, create specific canned responses, manage workflows and generate group-level reports. Note that the same agent can be a member of multiple groups as well.


Auto-ticket assignment


Once you create homogeneous agent groups, you can choose to automatically assign new tickets in this group to the next agent in Round Robin. 


To know more about auto-ticket assignment, kindly refer our solution article


Working Hours


You can assign a different set of business hours and holidays to each Group. For example, you can separate agents by shifts and assign them different business hours, or create separate groups for each time zone. 


CAB (Change Advisory Board)


A Change Advisory Board, or a CAB consists of a set of agents who have been nominated to verify new changes in the help desk. They help managers to assess changes and finalize them before implementation.  The members of the each CAB include experts in a particular area, who go through every change before they approve or reject it.


Freshservice lets you create custom CABs and fill them up with specific experts from your team. Whenever a change needs approval, the Change Manager can select any of the available CABs and also pick out individual members of the CAB who will get to review it.


Roles


Roles allow you to create and edit access permissions for agents. You can create new roles, specify what actions agents with these roles can perform within your help desk, and assign the role to agents.

For example, you can create a role for your Support Co-ordinators, allowing them to update fields and assign tickets, and even add notes internally, but not reply to customers.

Once you create and save a new Role you will be able to assign it to agents when you create or edit their profile by clicking on the Agents icon under the admin tab.


To know more about how to create a role, kindly refer the solution article


Companies


Companies refer to departments in your company. You can configure companies inside Freshservice and group your contacts based on the nature of their job or position in your company. 


Companies can also help you classify tickets, problems, changes and releases from different types of employees differently, and define different workflows based on the impact and the urgency of requests.

Every company in Freshservice has a nominated head employee, who will take care of approving service requests from members in his team. In addition, you can also create separate knowledge base and forum categories for each of your companies that can be accessed only by the members of that team.


Company Fields


The company form in Freshservice lets you capture important data about the companies you support. You can help your team get additional context about the companies quickly by adding custom fields. For example, you can add a custom field to specify the physical location of companies to help agents provide better support.

Just like requester fields, you can add new fields to the company form and choose to make them mandatory.