What Freshworks features, workflows, or tips have helped you most in your work? Do you focus more on automations, reporting, integrations, or something else? I’m interested to hear what parts of the platform others find most helpful and why.
Solved
What Freshworks tips or features do you find most useful
Best answer by Tabitha
Service Requests are a trap. 😜 If done well, they are helpful…. if done poorly they leave the user wondering what to submit.
Use service categories that are logical to the end user not the IT team. Once people have to scroll the “all items” list more than 1 time, they will just pick what is close to what they need and submit it.
Do not get fancy creating a form for each software for access and then another for that same software to do something else. When you consolidate and use drop downs to drive clear data entry the user has a better experience.
Then use workflows to route that 1 service request to several teams or whatever you need.
+12- Top Contributor ⭐
Automations and Reports are the most used.
Lots of Workflows and Supervisor Rules make the life easier.
+4- Top Contributor ⭐
- Answer
Service Requests are a trap. 😜 If done well, they are helpful…. if done poorly they leave the user wondering what to submit.
Use service categories that are logical to the end user not the IT team. Once people have to scroll the “all items” list more than 1 time, they will just pick what is close to what they need and submit it.
Do not get fancy creating a form for each software for access and then another for that same software to do something else. When you consolidate and use drop downs to drive clear data entry the user has a better experience.
Then use workflows to route that 1 service request to several teams or whatever you need.
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