Aha! Would love to hear about this from our customers :)
 

Tagging @GlennA @zachary.king @MBraga @Sophie Murgatroyd @Bex @keefe.andrews @mmccoy @stacyv @finn @JiriGrohmann @Warden Brown @raymondcanilao @mark.uther @sathishsnr @m.rieder to share their experiences with us :)

FreshService, Holidays and Us - Our First Christmas

Within our company the ServiceDesk team follow the business, so we work the hours that the business is working.  This changes from the normal during the holiday season, so we change with it.

We have cover allbeit a reduced one.  So we put a comms plan in place that lets the business know of the reduced service, and now we have FreshService we have the wonders that is “announcements” that is a little gem amongst the products.

We also ensure that our knowledgebase articles are up to date, and they now sit proudly in our solutions article area on our Customer Portal.

I am looking forward to many christmas’ to come, and to improving our customers experience with FreshService and all it’s products

Having as customers of the stores open also, and above all, during the holidays, our support team is as active as throughout the year.

Our customers know that their requests are still managed (thanks to the automatic ticket opening response) and can independently monitor the management without having to continually contact the help desk service.

We have not yet begun to take full advantage of the knowledge base but we are confident to involve and accustom customers in the course of 2022.

Ours is an internal Service Desk, so it’s fairly easy for us.  Our entire company goes on Holiday, globally, for both Christmas eve and New Year’s eve this year. 

During other Holidays, the corporate office is in the USA, so our Service Desk follows the hours/holidays schedule for the USA.  Freshworks has some wonderful automations that help escalate so our customers that aren’t on holiday can still get the help they need in a timely manner.  We’re still learning, but we love this feature.