Replies posted by Denise.S.P
@mmccoy I had used that hyperlink method, but found it would not allow anyone to view the Service Item. If they were in the Service Catalog it loads fine for them, but through the link it gives them an error “You are not allowed to access this page!” but does show they are signed in. Is there a trick?
This is Great @Haripriya Seshadri Thank you for sharing!Now, can we take it one step further to mitigate permission issues? When in the Service Catalog, items can fall into 2 categories. We would not want everyone to view them, but to give the ability for those groups to be able to view those would be extremely helpful and clean up our Service Catalog so much more. Is there any way to accomplish this?
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My question is more of where to start guidance. We have been on this platform for a year now. It was built out from following the documentation Freshworks has available online. While building out any new system, there is usually some “Onboarding” itself with that. This experience was much different with just read and figure it out. At times, I questioned if I was setting it up correctly, or if how it was being set up was the “Best Practice” with other groups who utilize it as an IT Help Desk. I’m interested to know what is the best practice for building out the help desk? Do most have the selections in the Service Catalog for the requestors to scroll through and pin point what to open their issue/ticket on, or do they have the standard open ticket form that becomes more open format?
Looking forward to this Happy Hour. I know some of these go hand in hand, but we often find the lack of information being put into the ticket is our biggest struggle, and then impacts our agent productivity. It would be helpful to hear from others what they have found to work successfully for them. If we make too many fields mandatory, we will go back to the requestors just emailing or directly calling someone for assistance, and we do not want to go backwards. Best practices for service desk adoption
To record and document the yearly review of equipment audit a ticket is opened in the Freshworks Help Desk. Then, IT would run a report in Lansweeper for each branch and sort it by equipment type. We would do an audit by branch, with the ticket list assigned to someone, and they would report their findings back on the ticket. The benefits of setting it up this way areYou can set this to happen as a yearly ticket so you do not have to open each year It exports easily to show for auditors who come on site You can review previous audits to see history
I think this would be a great thread to follow. In other software that is customizable we have an online community where they let you share the “best practices” and organizations love to show how they have set up pages to streamline their everyday. They include pictures and write-ups. I would love to see how others have set up their Freshdesk within their organization. I know we are only just at the beginning of using it, but have built out the Employee On / Off Boarding piece where HR can select what role the new hire is going to, and it will populate what programs they will need to be added to. Then there is a Service Catalog item I set up for them just for User Changes that uses a Dynamic drop down and auto selects what fields they will need to fill in based on what they select (User Promotion, User Name Change, User Termination, etc).I’d really like to customize the Service Catalog based on group. Depending on what the user’s group is, would depend on what would appear. It s
I like this thought process. Helping to map out Asset tracking, and viewing what is installed on the current laptop to then install on the new laptop when it arrives (whenever that may be) would assist in this process. We all know when we present the end user with fields to enter information in, they do not fill in the information. We often end up cross referencing and adding in our own information in our tickets (but that is wasted time if the field were mapped). Our Lansweeper tells us every detail but we have entered most information into this system already if it could at least cross reference the user and asset code unique to them.
Unless I am missing a piece, the categories still show. I have several categories created aside from each department and the items still appear even if they are moved into a different category. The only time they do not appear is if they are hidden under the requester visibility, but at that point they also no longer appear in the On-Boarding / Off-Boarding options as well.
I have tested, and perhaps I have this set up incorrectly. I do have them set up in Service Catagories, however I see no place to make those catagories have restrictions. Here is what I have found in testing. I tested the Active Directory item that applies to every single user for every user role in Onboarding and Offboarding. If I remove HR from the requester visibility, it will no longer appear when they submit Onboarding, Offboarding, or Employee Change requests. This causes their Service Request area to be very cluttered and not clean for them to easily find the items they reference quickly.
Have you leveraged Freshservice streamline your process? I am very interested in hearing more if you did. We have built out each role in Employee Onboarding as a separate item however it does not go into exact role/permissions just what programs. This also does not address the full circle span of an employee. We often see employees start in one position and move up, which still has us referencing our excel file. Permissions could be added into each item in the Service Catalog as a drop down, but the downfall is there is no way for the one selecting the change to then know what permissions are needed to fill those fields out. Either way, it continues into the “what would a user have access to” at the end when they leave the organization and need to be removed from.
I agree, but take it 1 step further please.In the Onboarding it is wonderful the amount of detail we can break it down to, for each user role. There is no process for the Employee Maintenance. We often have users changing roles within the organization. This requires everything that was loaded in the Onboarding for one role, have to be viewed, and the Employee then gets moved into another role, so it is a comparison of what do they have, and what do they need. In some cases it is adding to the existing permissions/software. But in some it could be removing. You have all of the pieces to track this in the solution, but they are not tied together. It also then flows into the Offboarding as well.
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