Last updated: 2024-12-01

Source: https://support.freshservice.com/support/solutions/articles/228572-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

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

    • 2\. Optimize Requester Experience

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

    • 3\. Optimize Agent Experience

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

    • 4\. Automating Asset Management

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

    • 5\. Be ITIL Aligned

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

    • 6\. User-oriented Service Catalog

  • Categorize service items based on type
  • Configure service items with permissions, approvals & SLAs

    • Hope you make the best use of Freshservice!