Last updated: 2023-07-04

Source: https://support.freshservice.com/support/solutions/articles/50000005550-workspace-admin-onboarding-guide

Note: Applicable only for accounts in which workspaces have been enabled.

As a workspace admin, you can configure your workspace based on the requirements of your team and the defined service delivery standards.

Here’s a checklist to set up a fully functional service desk:

Workspace

  • Overview
  • Managing multiple workspaces

    • Agent & Agent Group set-up

  • Setting up Agents
  • Creating Agent groups
  • Set up custom roles and permissions for agents

    • Service Management

  • Setting up default Business Hours
  • SLA and OLA policies
  • Service Catalog
  • Field Manager
  • Business Rules for Forms
  • Satisfaction Survey
  • Email Notifications

    • Channels

  • Email settings and mailboxes

    • Automation and Productivity

  • Workflow Automator
  • Scenario Automation
  • Canned responses
  • Scheduler
  • Supervisor rules

    • Knowledge Management

  • Solution articles
  • Approval process

    • Analytics

  • Reporting with Analytics
  • Build custom reports
  • Report scheduling