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Self Service Portal Templates

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Apprentice

Logging incidents on the self service portal via templates

In previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. 

I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

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Dave Kershaw wrote:

Logging incidents on the self service portal via templates

In previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. 

I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

In Freshservice, many companies use workflow automations to streamline incident management. They set up ticket dispatch rules based on category, priority, or keywords to route incidents to the right team automatically. Some also use AI-powered auto-assignment and custom forms in the self-service portal to ensure accurate routing.

How are you currently managing ticket automation? Looking to refine existing workflows or explore new methods?

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Automating ticket workflows through self-service portals is a game-changer for IT support efficiency. Many organizations use predefined templates and automated routing to ensure incidents reach the right teams instantly. If you're managing Kubernetes environments, tools like Kubernetes Dashboard can help streamline cluster monitoring and troubleshooting, much like automation does for ITSM workflows. How do you handle ticket automation in your setup?

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