We use Freshservice as ESM (Enterprise Service Management), hence with unrelated departments.
When Facility Service Agents open an IT ticket, and when IT agents open a Facility Service ticket they should be able to fully work as requesters, including:
- not thrown to the agent view after submitting a ticket
- be able to answer the CSAT of a ticket for the other department
This could be achieved by letting users always on the URL [freshservice-instance]/support/ and never throw by any automation to [freshservice-instance]/a/ or [freshservice-instancte]/itil/ or /admin/ as long as they don’t call that URL in their browser intentionally.
You could make this new behavior optional via a checkbox in the admin panel.
Zendesk e.g. has a similar option and it’s pretty straight forward.
The lack of this option clearly limits Freshservice abiblities as an ESM, although it does a great job as such in many aspects already (we have rolled it out a couple of weeks ago).
Without this feature you don’t want to scale it though, or include even more departments as agents.
Would also be nice to know if others who use it as ESM have dealt with the situation.
Cheers,
Andy
