Freshservice Onboarding Flow

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

1. Configure multiple support mailboxes and convert emails to tickets automatically
2. Customize field templates to capture relevant information at the time of raising the ticket
3. Set your SLAs based on both business and calendar hours according to your needs
4. Create Agents and auto-assign tickets 
5. Use powerful automation mechanisms to reduce manual intervention
6. Use Knowledge-base for common support issues to reduce ticket volume

2. Optimize Requester Experience

1. Customise your support portal to reflect your brand
2. Organize groups based on requesters' title and department
3. Use mobile app to access your service desk from anywhere

3. Optimize Agent Experience

1. Use canned responses to quickly respond to frequent and bulk queries
2. With Scenario Automation update multiple ticket properties at once with a single click
3. Find out how customers feel about your service and improve based on feedback
4. Use Filters and Views to quickly access a particular ticket
5. Schedule tickets to stay on top of periodical updates
6. Embed Feedback widget on your portal, intranet or anywhere for users to contact support easily
7. With single-sign-on, you don’t have to remember multiple usernames and passwords
8. Built-in game mechanics to boost fun at work and healthy competition

4. Automating Asset Management

1. Manage all assets and Configuration Items(CI) in one place
2. Record and manage third party vendor contracts
3. Auto scan and track assets in your network

5. Be ITIL Aligned

1. Set field templates for Problem, Change & Release Management
2. Identify approval processes and configure Change Advisory Board(CAB) accordingly
3. Configure automation and alerts for Change 
4. Schedule Change reports

6. User-oriented Service Catalog

1. Categorize service items based on type
2. Configure service items with permissions, approvals & SLAs