Using Freshservice for Workplace Accident Reporting
I am trialing Freshservice now. I like what I’m seeing for IT but have a more immediate facilities/compliance need. I need a reporting tool for employees to report workplace accidents or dangers. Something like reporting a slip trip and fall, or a workplace hazard.
I was able to build out a service request that worked for creating the fields I wanted - but this would be managed by facilities staff so in my mind it should be a case, and I want the employees handling these to have the business agent license. I also didn’t like that the end user would be submitting a “request.” They are really submitting a report of something that happened or that they observed.
Anyone figured out the right way to do something like this?
I’m wondering if I’m better off building a form in something like Microsoft Forms and having it send to Freshservice to create a case. Clunky to have a separate interface just for this one workflow though.
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This was user error on my part. I was not in the workspace I thought I was when creating the new service.
Still interested if anyone else has tips on using Freshservice for something like this.
Hi!
Yes, as long as you are on the business workspace you can prefix your tickets as cases.
Personally, we have a dropdown on the report an issue button of the support portal where the user can select the area the ticket should be addressed to. This dropdown is not mandatory as they might not always know. If left empty it goes to our service desk first line/dispatcher team that is better trained to reassign tickets. If they select a value in the dropdown then I have an automator that assigns the ticket to the correct group.
If you did something similar then you can have a dropdown with options for example: IT issue, Facilities, HR, etc. And then the user would select Facilities and report the case as normal. Then your automator would automatically categorize and assign the ticket to the facilities group.
Using business rules for forms you can also show/hide different fields depending on what is selected on the dropdown when reporting the issue more dynamically.
Hi, I’m currently working on this as we speak. I’ve worked out a crazy wild solution for all kind of accident reports but also equipment inspection.
I’m sharing this not because it answers your question, but maybe it can give you ideas….and I’m pretty proud of it too hehehe
First off, the big lines ;
We will be receiving forms from 70 different locations.
We have 4 types of ‘’Events (Road incident, work incident, psychological incident, spill) and 5 types of inspection reports (Lift, security equipment, building, etc...)
Each type of events/inspection report must be forwarded to different teams/committee
Each location has their own security committee
I’ve created private MS teams channel for each committee and other specific groups needing to receive events or inspection report.
Created custom object to link MS teams emails and webhooks to the Location (that’s filled in each forms)
Workflows to send very specifically each form to the appropriate MS teams channel
NB : I’ve choose to work with MS teams private channel so that the Director of security could manage users of all the channels by himself since committee move a lot.
