With employees returning to work(or not), a digitally enabled workplace ensures a low-touch environment and a seamless employee experience. With the air of uncertainty covering the future of work, internal business function collaboration has become more critical than ever. Right from providing onboarding kits, dedicated workstations, and making travel arrangements, the facilities teams are often hands full with basic inquiries, ensuring workload transparency and tracking performance metrics. 


Here’s how Freshservice comes for rescue: 


  1. Return to workplace with ease - 

An equal amount of anxiety sets in for both the employee as well as the facilities team to assess employee readiness, manage entry and exit and keep the inventory updated at all times. Right within the Freshservice portal, companies can gauge the employee readiness with a standard questionnaire, screen employee health, automate workflows for entry/exit, create PPE request forms and manage PPE inventory with real-time analytical dashboards. Refer to this link for an elaborate step-by-step process. 



  1. Manage service requests with a unified catalog - 

Deep dive on user requirements to create an intuitive, yet extensive self-service portal that can be used for raising requests for entry, ID cards, masks, guest access, or workstation setup. The unified service catalog can streamline request management and close the loop by setting up service request fulfillment teams that can vary across procurement, travel desk, vendor management, building management, etc. Refer to this link to get started with setting up your facilities' service request items in no time. 


Admins can also automate the approval process with the workflow automator before the ticket gets assigned to the agent group to work on. On successful approvals, the ticket is assigned to the agent group. 




  1. Database of policies and knowledge articles - 

Running the needs of the space and infrastructure needs timely communication of plans, change in policies and update to existing policies. Create FAQs and policies for commonly asked questions like getting access to new access cards, booking conference rooms, request for workspace location change, etc. to enhance self-service adoption and deflect tickets. 



  1. Efficient asset and office management - 

It’s time to get rid of the spreadsheets and create an up-to-date inventory with real-time inventory visibility and stock transparency. Standardize the data with specific views to inventory age, replenishment, and replacements as well as the vendor information. Get started here with a detailed walkthrough of how assets can be added and assigned within the service desk. 



  1. Streamline purchase order management: 

Create a one-stop dashboard to eliminate the use of multiple tools and store product, vendor, and invoice information in a single place. Simplify the tracking of orders by setting up a multi-level approval hierarchy and service request association. You can seamlessly track all the purchases and notify the stakeholders about the different stages of the purchase. 



  1. Ensure Security and audit trails: 

Define agents groups like procurement, workplace management, travel desk, etc, and automate ticket allocation basis the nature of the tickets to only the specified stakeholders. With custom roles, you can ensure data separation from other teams by customizing the role from scratch and also define its access levels when it is being mapped to an agent. 


To add an additional level of security, turn on restricted groups, to prevent other agents groups as well as admins from viewing your tickets. 

With the audit log, keep track of all the changes that are made in the admin section and view for a specific period of time where the changes have been made. 



  1. Additional tips on service desk automation to improve efficiency: 

An agent often performs a series of tasks to resolve a ticket. With the workflow automator, you can perform a predefined action based on the type of incident and defined conditions. For instance, an approval workflow can be automated in the case of an employee raising a request to get office entry, a workflow can be set up to auto-trigger approval to the HR Business Partner and Reporting Manager and upon the right output value, the entry to office email can be triggered. 


The agent can also use email commands, canned responses, and team huddles within Freshservice to deliver quick and fast service. Click here for more help desk productivity tips that can come in handy. 


  1. Customized dashboards and analytics: 

Every team has its own dynamics when it comes to viewing tickets and tracking results. Custom Dashboard will de-clutter the dashboard and only show data relevant to their role. The consolidated view of the data would help uncover critical insights and metrics that lead to better decision-making, improved productivity, and enhanced performance.




Apart from helping you achieve your core deliverables, you can also enable virtual agents to assist employees with their queries and free up your agent’s time. Read more and we are just a call away to help set up your instances!


Note: Virtual Agents is only available in the Enterprise Plan