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Best practices for onboarding new users to Freshworks — what has worked for you?

  • December 2, 2025
  • 2 replies
  • 19 views
avalynn11
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Hi everyone 👋

I’m just getting started with Freshworks and I’m planning to onboard a small team of 5–10 users. I’d love to learn from experience —

  • What’s worked best in your team for training new users so they adopt Freshworks smoothly?

  • Any pitfalls or mistakes you’d recommend avoiding when first rolling it out?

  • Do you use a particular onboarding process or checklist (internal doc, staged rollout, live training, etc.) that made the transition easier?

If you’ve done this before, I’d appreciate any tips or sample flows — especially for small teams.

Thanks in advance! Looking forward to hearing your experiences.

M

2 replies

M
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  • mattpayneRJTop Contributor ⭐
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  • December 3, 2025

Hey! 

 

Great question - with all change there is always uncertanty and to mitigate this, you want to ensure your agents are comfortable using the platform.

 

I moved from another ITSM around 2.5 years ago onto Freshservice and to be honest, the freshservice platform is very user friendly. I initally started by going through the platform in a formal training session with the team asnd then ensured that I obtained the access for their own accounts early with some test data in the enviroment for our team to play around and create/close/update tickets which gave them an oppurtunity to ask any questions.

 

I have since onboarding other teams moving away from ITSM to ESM. Which yes has it challenges. But following the same process, made it easier for those teams that were a little bit more risk adverse. 

 

There are plenty of courses agents can carry out in the Freshworks University as well, I can send you a link if you don’t have it already.

 

If you want any support/advise then please reach out. Happy to jump on a zoom call or something to go through challenges or ask any questions.

 

Cheers.
Matt

Tabitha
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  • TabithaTop Contributor ⭐
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  • December 3, 2025

I have a full workflow and template for onboarding new departments with Freshservice. You can find a short talk we did last year in the Freshservice community on Linked in (because I cannot find it here😂) 


If you are really lucky you will have lots of people coming to you with ideas. I suggest you create an intake form that you can use to prioritize which processes will bring value the fastest, who is ready and such. I am happy to help (you can tag me) if you have questions.

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