Freshservice allows you to create and use custom Post-Incident Report (PIR) templates instead of relying on the default template. This ensures consistency with your organization’s reporting standards.

Prerequisites

You must have Admin permission: Manage Post Incident Report Templates to set up and modify PIR templates.

Accessing PIR Templates

  1. Navigate to Workspace Settings > IT Operations Management > Post Incident Report Templates.
  2. You will see a default Freshservice template named Freshservice PIR template seeded in the system.
    • This template cannot be edited or deleted.
    • It can be disabled only after creating a new template.

Creating a New PIR Template

To create a new template, click on New Template and choose one of the following options:

1. Create from Scratch

  • Opens a blank document where you can design a PIR template from the ground up.

2. Upload an Existing Template

  • Upload a .doc or .docx file (max 10 MB, up to 5 pages).
  • The document is automatically converted into an editable format within Freshservice.

Note: Closing the tab, navigating out of the above page or refreshing will reset the progress of document conversion

You can also clone an existing template and then edit it to create a new template

Customizing the PIR Template

Once a template is created (via clone, scratch, or upload), you can:

  • Insert placeholders by clicking Insert Placeholder.
    • Choose from predefined placeholders to insert dynamic ticket data. This ensures that when a Post Incident Report is created using that template, the ticket field data for that major incident will automatically be filled in the place of the placeholder thereby saving on manual effort and ensuring accuracy.
    • Liquid filters can also be used to support formatting modifications of placeholders

  • Include/Exclude the "Related Incidents" Section.
    • Toggle Include Section to enable/disable this feature.

Enabling & Managing Templates

  • Once a template is created, enable or disable it by clicking on toggle from the Post-Incident Report Templates page.
  • Enabled templates will be available for agents when generating a PIR.


By setting up custom PIR templates, you streamline the incident review process, ensuring consistency and reducing manual effort.


Freddy powered Post Incident Report generation is currently only supported on Freshservice PIR template. Support for Freddy generation of PIR on user-generated template is