Topics started by Anusha
Alerts are awesome. But they provide only a teaser of sorts to issues plaguing your organization’s digital infrastructure.Transcend to Service Oriented Operations (SOO) with Freshservice Service Health Monitoring – now in Beta:Look through the same lens as your end user Identify tickets affecting business and technical services Prioritize working on services with the maximum impactMeet and exceed service level agreements with this user-centric perspective. Discover the ‘what’ of a service to decode ‘how’ to fix it best.Note: You need to enable the Alert Management module to be able to start using Service Health Monitoring.Learn more
Now is a good time to check out all the hullaballoo about Service Health Monitoring i.e. your easy gateway to Service Oriented Operations. But here’s the deal: You need to enable the Alert Management module first! Why? Because you need to monitor your infrastructure to be able to define and manage your services! If you haven’t enabled the Alert Management module yet, head to the IT Operations Management section on the Admin pane, and click on Alert Management.Enable the Alert Management module Now, there are two ways of setting up services. If you are on the Admin pane, scan the left nav for the alert icon, hover over it, and click on Services.Reach Services from the left nav Another way to set up Service Health Monitoring is to map monitoring tools to services from the monitoring tools list page. To understand the feature in depth, head here. Give it a try and let us know what you think. Can’t reiterate enough – your feedback is essential to align product development with your requir
Hello there! 👋🏼That you are reading this note implies that you’re a valuable member of the Freshworks Community. And we thank you for your involvement. But we want more! In Q4, we want you to help us build Freshservice IT Operations Management in multiple ways including: Sharing your feedback on UX enhancements Participation in Beta programmes Sharing your experience with ITOM features And more… Your involvement will help us align our product vision with your requirements. This is chapter 1 of many in the journey of building Freshservice ITOM! So, look forward to opportunities to engage with us in the following weeks. #LetsBuildITOM
Hi there! At this very moment, hundreds of customers are enjoying the advantages of Freshservice On-Call Management. But we are far from being ‘done’ as yet! In line with our belief in continuous improvement, we’ve been working on a new UI for the feature. And we would love you to take a look, poke around, and let us know what you think! Click on the link given below to view the new proposed UI, complete a few simple tasks, and share your feedback – all doable in under 5 minutes! Link to try out the new UI: 👉🏼 HERE! 👈🏾 This is Chapter 2 of many in the journey of building Freshservice ITOM! So, look forward to opportunities to engage with us in the following weeks. #LetsBuildITOM Previous chapters:
Ease into the weekend with these recordings of the recently concluded Let’s Talk ITOM webinar series.💫 Highlights👉 Campaign theme: Tackling IT complexity👉 4*2=8 webinars over 14 days👉 Almost 600 registrants👉 Features covered: Alert Management | On-Call Management | Cloud Management | Service Health Monitoring | Freshservice-Freshdesk integration👉 Special: Unified incident management across CX, ITSM, & ITOMThese recordings are great for keeping up with the multiple interrelated developments in Freshservice ITOM.Link to watch-on-demand page: Here
Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How would you describe your ideal on-call setup? Go on. List your questions and thoughts in this thread, and my team will strive to address them in the webinars.And sign up here, if you haven’t already!Speak soon :)Anusha
Did you miss the ‘Let’s Talk ITOM’ webinar campaign? No worries! The recordings can now be accessed on demand. Just grab some popcorn (or coffee), head over here, and sit back. Highlights:Webinar 1: Featured 2 demos showcasing unified incident management in Freshservice. Here’s a blog post covering the same. Webinar 2: Deep dive into On-Call Management – is especially ideal for Growth customers who, after the GA, have access to the module. Pro & Enterprise customers will get to know about all the enhancements since the Beta launch. Webinar 3: AMS 2.0 with easy onboarding, integrations, & intelligence – is great for grasping the multiple enhancements that now make the module a breeze to use. Webinar 4: Deep dive into Automated Grouping – is ideal for customers keen on AIOps. Remember, Automated Grouping is in Public Beta!Link to watch-on-demand page: Here
Major enhancements since the beta in November now enable users to receive separate notifications for Urgent and High priority incidents, disable notifications and escalation based on incident priority, collaborate on Slack, and increase the total interval between escalation levels by up to 24 hours. Trial customers will now no longer need to raise a special request for trying out the On-Call Management module. Plus, the module will now also be available under the Growth plan in addition to the existing Pro and Enterprise plans. On-Call Management is available to all eligible customers associated with the US, AU, & EU data centres. IND pod is not supported at the moment.Learn more
Automated Grouping, which uses Freshservice’s Freddy Machine Learning algorithm to correlate alerts from disparate sources and enriches incidents, is now in Public Beta. To check it out head to the Alert Automation Rules tab within Alert Rules on the Admin page. Note that Automated Grouping requires a minimum number of alerts and resources to kick into action. If you do not qualify as yet, you’ll have to wait for alerts to add up. In case you have a sufficient number of alerts and resources, you’ll need to ‘Enable’ Automated Grouping. Thereafter, you’ll start seeing Freddy-attached alerts in your alert pane. The algorithm is loaded with innate intelligence. However, since each organization has a unique digital setup, you might have to initially help Freddy finetune its skills by manually attaching and detaching alerts. Learn more. Note: This feature is available to all customers on Pro and Enterprise plans.
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Freshservice On-Call Management is now available for Beta tryouts to select customers in US and AU pods! EU and APAC will closely follow next, by November 20. Interested in trying it out? Fill out this form right away!Freshservice On-Call Management prevents service outages by enabling IT teams to immediately respond to critical incidents by kickstarting collaboration between IT and DevOps teams. It allows them to configure agent availability schedules and specify escalation policies/channels to accelerate incident response and resolution.
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