We are looking at having other departments outside of IT start to use Freshservice to capture their support requests.
I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?
Do you use a portal or one email address so just rules for multiple email address?
We have recently moved across our GIS Team and Governance & Information Team to FreshService.
They are currently on the same Tenant with IT.
Users use the same IT Portal.
GIS and Governance & Information have their own Category under Service Requests and their own Service Catalog items.
I have then created custom Objects for each Team that has their catalog Items listed and automatically sets the Category, Sub-Category, Group & Agent.
I have a separate Workflow for each Team that points to their Custom reader and sets all Ticket property fields accordingly.
We no longer accept requests via email, walk-up or phone. We encourage them to log everything through the Portal. Ofcourse there will always be some exceptions.
Hope this helps.