Visit Freshworks.com Visit Freshworks

Major Incident Management

Using Freshservice

  • 6 Topics
  • 11 Replies

6 Topics

Anusha
Community Manager
AnushaCommunity Manager
published in Major Incident Management

Watch on demand: A deep dive into Freshservice Major Incident ManagementWATCH ON DEMAND

Well, hello there!Thanks for navigating to this nook in the community! It’s quiet right now… but I bet it’s bound to get very busy very soon, thanks to you and all other community members keen on minimizing the business impact of major incidents.Happy to share the watch-on-demand page for the webinar, ‘A deep dive into Freshservice Major Incident Management’ held on June 27, 2023. Watch-on-demand 👇🏼   Hold on! There’s more. We’ve received tons of questions since the Beta launch of the module, which we’ve sorted and compiled into this handy FAQ list.Check out » Frequently asked questions about the Major Incident Management moduleStill have questions?Write to fsitom@freshworks.com and we’ll be happy to listen to your feedback!Ciao 👋🏼AnushaPS: Bookmark this section coz there’s lot more useful content lined up ;) 

1392
insanehardwork
Community Debut
9 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Major Incident Management

Using Workflow Automator, is there a way to start a new 'conversation'?

Hello, there is a button which Agents can click on to start a collaboration with others via Teams. Doing this will start a new ‘conversation’ in a channel in Teams Anyway, we were looking to set up Workflow Automator so anytime a Major Incident ticket is raised, a ‘conversation’ will be created automatically to one specific channel in a Teams (will stay the same).  Is there a way to accomplish this by any chance?  

0
E
Top Contributor
9 days ago
Anusha
Community Manager
AnushaCommunity Manager
published in Major Incident Management

POLL: Which enhancement would you like to see first in Freshservice Major Incident Management?🤔

Hey everyone!Thanks for your keen interest in the Major Incident Management module 🙌What we’ve shipped is just the Beta version. There are tons of enhancements lined up.Our current roadmap is listed here. You’ll notice that several enhancements related to Post Incident Reporting and Status Page customizations are coming soon within one or two quarters. But knowing which enhancement you’d like to see first, would help our Product team immensely.  So, browse through the list and make your choice. And in case we missed an enhancement request, let us know by commenting on this thread. Ciao!Anusha :) 

1245
eeha0120
Skilled Expert
1 month ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Major Incident Management

Major Incident Limitation

I had my first major incident today, and went to document it.  When it was time to associate all of the individual incidents to it, I discovered that there is a limit of 10 existing incidents that can be displayed.Has anyone found a way around this? to the development team:  seriously? Why would you limit this? 

2
Anusha
Community Manager
4 months ago
L
Contributor
lynne.scofieldContributor
asked in Major Incident Management

Major Incident Management

With the launch of major incident in Fresh Service and the term already having a meaning in healthcare and presumably other blue light organisations and councils, I am interested to know how you are planning on using this feature, if at all?  I thought perhaps we could just rename it in our instance, to “Significant Incident” or something similar, but Fresh Service SD have advised this isn’t possible.I am keen to use MIM in Fresh, as its a feature that I have been after for a long while and I know we could just call it whatever we like in our dept and leave it as MIM in Fresh, however if anyone in IT forgets and mentions a major incident and the execs aren’t aware, this would probably not go down very well.Thanks Lynne 

0
L
Contributor
11 months ago
S
Apprentice
shirleymacApprentice
asked in Major Incident Management

Major incident management

How do we distinguish or create a major incident in fresh?

2
S
Apprentice
2 years ago

Badge winners

Show all badges
Terms of UseCookie settings