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Freshservice Question

  • February 1, 2022
  • 2 replies
  • 106 views
parassachan
Apprentice
  1. Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday?
  2. Chatbot can be Enabled from?
  3. Can i associate an incident ticket to release ticket?

Best answer by zachary.king

Hello @parassachan 

Lets address each question:

  1. Eddie can be made aware of the higher priority tickets on his dashboard by designing a widget that shows the metric you are looking for. These widgets are customizable. This could also be done in analytics and have a report emailed to the agent.
  2. Chatbot can be enabled under admin>general settings>support channels>chatbot
  3. And unfortunately you cannot currently associate a release to a ticket. You can associate them to changes and projects at the moment.

Hope this helps

-Zach

    zachary.king

    2 replies

    zachary.king
    Top Contributor ⭐
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    • zachary.kingTop Contributor ⭐
    • Top Contributor ⭐
    • Answer
    • February 1, 2022

    Hello @parassachan 

    Lets address each question:

    1. Eddie can be made aware of the higher priority tickets on his dashboard by designing a widget that shows the metric you are looking for. These widgets are customizable. This could also be done in analytics and have a report emailed to the agent.
    2. Chatbot can be enabled under admin>general settings>support channels>chatbot
    3. And unfortunately you cannot currently associate a release to a ticket. You can associate them to changes and projects at the moment.

    Hope this helps

    -Zach

    - Zach / ITOps Supervisor - ITSM
    S
    rajagopal.baladhandayutham
    Community Manager
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    Thanks @zachary.king for your suggestion.

    @parassachan as per the solution suggested you can configure custom dashboard views for your team and then include widgets to display critical metrics. You can refer to the below solution article for more information on this. Increase Agent Productivity with Real-Time Custom Dashboards, You can also configure analytic reports which are scheduled on a daily basis which sends out an email to your team highlighting the tickets which are about to breach SLA.

    Also, to add to what Zach has mentioned regarding associating a release with incident, we haven’t built that capability as generally a release ticket is mostly a result of a change request which could have been originated from an Incident/Problem ticket.

    Rajagopal || Freshworks Community
    S
    zachary.king
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