Service Desk

Freshservice POC/Implementation

Freshservice POC/Implementation

Introduction

 

Freshservice is a cloud-based IT Help Desk and service management solution that's easy to set up and use, to transform employee experience across the organization. You can do the below basic configurations yourselves as an IT administrator.

 

 

In case, if you need help to do the below configuration from us, please provide inputs in each section where highlighted in yellow. This document can be used as your requirements document.

 

Basic configurations

1. Set up your support email

 

Emails to be configured as helpdesk email address. Include as many as you have.

Email address 1 – << provide your support email address>>

Email address 2 –<< provide your support email address>>

 

Note: Helpdesk email address can be activated by sending an activation email and setting up a forwarding rule, in-order to convert all the tickets from your email box to Freshservice

 

2. Employees:

 

How do you bring your employees to Freshservice to request/submit an incident?

 

Possible options: AD integration, workday integration or import CSV file with all the users. We need to have at least the mandatory fields such as first name, last name, department, and title, email address

 

<<Please provide your use case here with your user fields>>

 

 

3. Support Groups (Your support agents will be part of these groups)

 

List the support groups needed for your company. Add as many as possible.

 

Group Name 1 - << provide your group name>>

Description: < What is this group’s responsibility? >>

 

Group Name 2 - << provide your group name >>

Description: < What is this group’s responsibility? >>

 

Group Name 3 -<< provide your group name >>

Description: < What is this group’s responsibility? >>

 

Group Name 4- << provide your group name >>

Description: < What is this group’s responsibility? >>

 

Group 1

 

Please include list of agents to include in each group. This will be added after completing the Employees section

 

Member 1 -<< provide agent’s Name>>

Member 2 -<< provide agent’s Name>>

Member 3 -<< provide agent’s Name>

Member 4-<< provide agent’s Name>

 

 

Group 2

 

A list of members to include in the queue.

 

            Member 1 -<< provide your inputs>>

            Member 2 -<< provide your inputs>>

            Member 3 –<< provide your inputs>>

            Member 4-<< provide your inputs>>

  

 

 

 

 

 

4. SLA Levels – Mandatory

 

Please ensure your SLA Information is drafted and shared with the Solutions Consultant

 

SLA Levels for each group - -<< provide your inputs for the below table>>

 

Group 1:

 

PRIORITY

RESPOND WITHIN

RESOLVE WITHIN

BUSINESS OR CALENDAR HOURS

URGENT

 

 

 

HIGH

 

 

 

MEDIUM

 

 

 

LOW

 

 

 

 

SLA Resolve Breach Notifications - -<< provide your inputs for the below table >>

 

 

BREACH PERIOD

HOURS OVERDUE

PERSON NOTIFIED

FIRST SLA BREACH

 

 

SECOND SLA BREACH

 

 

THIRD SLA BREACH

 

 

 

 

 

Note: Kindly replicate the same table and fill in the values according to the group value

 

 

5.          Business Hours

 

Business hours to be configured       

 

Time zone for Each Group – << provide your inputs>>

 

(If applicable or default will be configured as per time Zone)

 

Service Desk hours – << provide your inputs>>

Time zone - << provide your inputs>>

 

6.          Incident Field Templates:

 

Total number of Incident Forms needed for your requesters to submit–-

<< provide your inputs>>

 

Sample incident form can be looked at <<yourdomain.freshservice.com>>

 

Incident Fields to be populated for Group – 1

 

<< provide your form fields>>

 

 

Incident Fields to be populated for Group – 2

<< provide your form fields>>

 

 

Incident Fields to be populated for Group – 3

<< provide your form fields>>

 

 

Fields to be populated for Group – 4

<< provide your form fields>>

 

 

7.          Automations rules need to be configured

 

Kindly provide possible keywords and conditions to execute automation rules when a new ticket is created.

 

Example. When a ticket has a subject of “computer is not working” then this ticket will be automatically assigned to “IT desk group”

We can setup Automations rules based on your requirements

<<Please provide your conditions, logic to define automation rules>>

 

 8. Canned Responses for Agent

 

There are default canned responses available in the system but if you need a custom canned response for your specific use-case scenario, please provide the responses here.

Templates for Canned Response -  << provide your inputs>>

 

9. Service Catalog Forms

 

Please check our existing service catalog forms before filling this section.

 

Sample catalog forms

· Employee onboarding form

· Employee off-boarding form

 

<< Provide your use-case and workflow for when these forms have been submitted by requestors/agents>>

 

Workflows for Service Requests: 

 

Sample Template for Service Request ticket workflow

 


Automations needed for Service Request Workflows

 

Workflows for Service Item 1 - << provide your use-case and workflow >>

Workflows for Service Item 2 - << provide your use-case and workflow >>

Workflows for Service Item 3 - << provide your use-case and workflow >>

 

10. Integrations:

 

We have list of integrations listed in the link Freshservice Integrations.

 

 <<Please add the integrations that you need>>

 

11. Single-Sign-On Integration

 

 One-login

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