Hi Paul, 

Sure - more than happy to have a conversation about this.

Did you want to DM and we can have a call or something if easier?

Thanks,
 

Matt

Hi Matt,

Will do

Paul

Hi Paul, 

Sure - more than happy to have a conversation about this.

Did you want to DM and we can have a call or something if easier?

Hey Paul,

Absolutely! I'd be delighted to discuss this further.

Would you prefer to send a direct message, and perhaps we can schedule a call for a more in-depth conversation? Let me know what works best for you.

Hello @paulroberts89, it looks like its been a few months since you posted this question, so I hope your implementation went smoothly.

For those just catching this thread I will offer up some advice:

• Determine your service catalog categorization at the start by identifying the services you want to provide.
• Discuss the visibility of service items. If you know you will want to restrict visibility to certain users, plan ahead of time by creating those requester groups.
• Decide if you want a shopping cart experience. To do so you will need to bundle your service items, and this comes with its own limitations. 
• Be sure to put yourself in the end user’s shoes and think about “Ease of navigation” around the portal. Make it intuitive and limit the number of fields required to fill out for a service request to no more than 10 fields.
• Use workflow automators to manage the initial triage of the service requests when they are created in the service desk.
• If your service requests will require an approval process, hammer that out in advance by making sure your freshservice user data is as accurate as possible. It is difficult to rely on workflow and approvals if the “Reporting Manager” field is empty or inaccurate.
• Advertise! Make it easy for your users to get to the support portal and encourage the use of your knowledge base for self help.

These are just a few suggestions to help navigate some pain points we experienced. Best of luck to anyone starting this process!