We are considering adding another department to our Freshservice portal - Facilities to be exact and I was wondering if anyone else has done this and how is it working?
We think the idea of a central Service Management system for employees to use makes sense from multiple perspectives - one account for users, consistency of process and experience, ability to check open tickets for not just IT but another department, submit multiple tickets. There is also some tickets such as AV, Room setups, employee moves that would work better as one ticket and handing out tasks for various components - of course this would all be automated through rules and using the Service Catalog.
I think the reporting would be okay and work as well as ticket views to keep everyone focused on their items/department. The home page that shows general stats is nice to have and we monitor and now this will be tougher to keep a close eye on if multiple departments are using it.
Facilities has high value assets and they make changes and deal with problems so there may be warranted usage/cases for various components.
We find Freshservice is great for Service Management so why not expand it to another department?
Thoughts? Any feedback?