Using Freshservice

elobatoSkilled Expert

Hi team!I am guessing this will be a topic of conversation and maybe I am not the first to write about it, but: Updates to Managed Assets Coverage for Existing Freshservice Customers : FreshserviceHow, when and why? Seems like the information was just released for the first time (I could be wrong and totally missed it) but I would like to open a thread regarding this. I honestly think this is a bad move from Freshworks when it comes to us manually uploading and updating our assets. What are the prices going to be like? What options do we have? When will this be implemented? Please feel free to share your thoughts and join in on the conversation!

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1 day ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Friday: Unlock the Power of AI for Your Service Desk — for Free!Freddy Fridays

Hey Community,Curious about how AI can transform your service management and boost your team’s productivity? Experience it firsthand with a free demo of Freddy AI! 🔍 What You'll Discover:Freddy AI Copilot — Assists agents with smart, time-saving actions while ensuring consistent, high-quality service delivery. Freddy AI Agent — Empowers employees to resolve issues independently with AI-powered self-service. Freddy AI Insights — Delivers actionable insights to help you make better, data-driven decisions.💡 Why Freddy AI?Trusted by leading organizations, Freddy AI helps service desks reduce resolution times, enhance employee satisfaction, and improve service delivery — all with reliable, built-in GenAI on Freshservice. 🚀 Don’t Miss Out! Explore this free Freddy AI demo and discover the future of AI-powered support.CheersAnupama Phal

6 days ago

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Experience conversational, zero-touch IT support with Freshservice + Microsoft Teams 🤖Blog

Hello everyone! Welcome to the first episode of "Appsolutely Connected With Freshservice" – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼Today, we're diving headfirst into the exciting world of Freshservice + Microsoft Teams integration. Get ready to discover how this duo can take your service desk to the next level!🤝🌟🌟The challengeIn the digital age, employees expect instant help and self-service options, just like in their consumer lives. From online shopping to virtual assistants like Siri or Alexa, they've come to demand a seamless experience.This shift in consumer expectations has significantly influenced their demands regarding IT support within the workplace. They want the same instant assistance and self-service capabilities, and traditional IT service desks may not always meet these expectations.💡Modern problems require modern solutionsOrganizations are embracing chatbots and AI-powered Virtual Agents to meet employees' high expec

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8 days ago

anupama.phalCommunity Manager

published in AI & Bots

👀 Freddy Fridays: Smarter Support Starts Here – See Freddy AI in Action!Freddy Fridays

Hey Community,Support teams are overloaded, and employees need faster answers. Freddy AI Agent is the solution!At Freddy AI Unplugged Session on April 15th, discover how to:✅ Automate Multi-Turn Conversations that summarize knowledge instantly✅ Deliver Always-On AI Support to help employees anytime, anywhere✅ Scale with Multilingual Assistance in 40+ languagesRegister Today CheersAnupama Phal

20 days ago

Kamakshi VCommunity Manager

posted in Document Management

[Document Management] >> Pre-built Document Templates for Different Teams – Now Available!

Hey everyone,We know many of you have been using Freshservice’s self-service document generation to handle common employee requests. To make this even easier, we’ve rolled out pre-built templates for IT, HR, Legal, Finance, Facilities, and more!You can download, customize, and set them up in minutes—saving time and effort while keeping things streamlined.🔗 Grab your templates here: [Link]📖 Learn how to automate serving of document requests: [Link]Now, over to you!What are the most common document requests in your company? And what templates would you love to see added? Drop your thoughts in the comments! ⬇️If you have any questions, please feel free to tag @Jatin Rastogi @Kanu

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23 days ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Fridays: Meet Freddy AI Agent – AI-Powered Support for Your Workforce!Freddy Fridays

Hello Community,What if employees could get instant, AI-driven support anytime?Freddy AI Agent makes it happen!Join Freddy AI Unplugged Session on April 15th and learn how to: ✅ Enable Human-like, Actionable Conversations for smarter employee interactions✅ Provide 24/7 AI Assistance across private and public channels✅ Support Employees in 40+ Languages for seamless global communication🔗 Save Your Spot CheersAnupama Phal

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26 days ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 This Week on Freddy Fridays: Streamlined Post-Incident Report Generation! 📊Freddy Fridays

Hello everyone!Welcome to this edition of Freddy Fridays, where we're excited to enhance your incident management with our new Post-Incident Report (PIR) generation feature! 📈 🤯 Facing Challenges with Manual Report Creation?Does your team spend countless hours creating reports about your major incidents only to find errors and missed details? Manual reporting can be tedious and error-prone, affecting your ability to analyze and improve major incident response strategies. 💡 Get started with Automated Post-Incident Report Generation with Freddy AI Copilot!With Freddy AI Copilot, comprehensive post-incident reports can be automatically compiled, capturing all essential information and resolution actions from agent conversations across collaboration channels. ⚙️ How to Use It?Resolve a major incident to access the Post Incident Report (PIR) widget on the incident details page. Click "Create Report" to open the PIR page. On the PIR page, use the pre-filled template and click "Generate Re

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29 days ago

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Seamless user management with Freshservice + Azure Active Directory (AAD) Provisioning 🔄

Hello folks! Welcome to another episode of “Appsolutely Connected with Freshservice”. If you’re new here, check out our series to get the lowdown on all the top integrations you need to ‘app your IT game’💪🏼!Efficient user provisioning and secure authentication are vital for organizations to streamline IT operations and safeguard data. If your organization is using Azure Active Directory (AAD) as the single source of truth for user information, this integration is for you!Freshservice + Azure Active Directory (AAD) Provisioning provides a unified view of your essential user data in your service desk instance. You can enhance user authentication and user provisioning for your service desk by synchronizing data such as users, locations, groups, security, applications, permissions, and custom attributes from AAD to Freshservice. How does the integration work?🤔Automatic User Creation and Sync: Once a user is assigned in AAD, Freshservice automatically creates the requester/agent based on

338319

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Fridays Exclusive: Get Ready for a Milestone Launch! 🚀Freddy Fridays

Hey Community, Exciting news is on the horizon! Mark your calendars for April 8th—the day we unveil something monumental with Freddy AI Agent! We can't spill all the details just yet, but trust us—this is the perfect time to embrace AI.Here's what Freddy AI Agent can do for you:👩‍💻 Why Freddy AI Agent? Empower your employees with 24/7 personalized assistance using powerful AI that's as trustworthy as it is easy to adopt.💬 Human-like, Actionable Conversations: Engage in multi-turn interactions with Freddy AI Agent for actionable insights summarized from various knowledge sources.⏰ Round-the-clock Assistance: Get immediate help anytime, anywhere—whether privately or via public channels.🗣️ Multilingual Assistance: With support in over 40 languages, Freddy AI Agent enhances global communication. Join Our Webinar on April 15th! Discover what's new with this launch, learn about exciting future plans, and be part of a key announcement regarding this significant milestone. Don't miss out—

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1 month ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: Craft Your AI Strategy by Assessing Your Maturity Level 🚀Freddy Fridays

Hello everyone!This week, let’s dive into the AI Maturity Model and discover how understanding your organization’s current level can pave the way for future advancements.🌈 The AI Maturity Stages🤓 Awareness: At this stage, you are exploring AI possibilities while considering factors like cost, ROI, and security. It's about evaluating the impact AI could have on your business operations.⚙ Active: Here, AI begins to assist you with everyday tasks, improving productivity. AI tools help with routine processes such as filling ticket fields and crafting responses.🔁 Operational: At this juncture, AI optimizes your processes by providing big-picture insights and facilitating faster issue resolution. It helps you drive process efficiency with capabilities like intelligent routing and risk assessment.🤖 Systemic: AI takes over service operations, handling repetitive queries and integrating knowledge across business functions. It provides personalized assistance and localized self-service, enha

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: Unlock the Power of Reply Suggester with intent-specific suggestions! ✉Freddy Fridays

Hello everyone!This week, we’re turning the spotlight on the powerful "Reply Suggester" feature and its amazing capability of providing intent-specific suggestions. Let’s explore how this can elevate your employee support game!🚀 Discovering Reply SuggesterWhile many of you have been using the "Generate Reply" feature to draft resolution steps, the Reply Suggester offers versatile intent-specific responses. Let's see how these can streamline communication and boost employee satisfaction.🌟 What are the intents available?🔍 Request Further Information: Efficiently ask for additional information to clarify and expedite ticket resolution.🔧 Offer Solution: Quickly provide a resolution or suggestion to address the issue at hand.✅ Acknowledge: Send immediate confirmations to reassure requesters that their ticket has been received and is in progress.🔄 Follow Up: Seamlessly check in on past queries, ensuring that your customers feel supported and valued.📋 Request Acknowledgement & Sur

1 month ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: leverage public channels to instantly resolve employee queries! 🔍Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can be enabled on public channels for instant resolution of simple and repetitive queries. 🌟 🧐 How important is it for employees to receive support on public channels?Today’s employees collaborate frequently on public channels. It becomes a question of convenience that support also be available on channels such as Microsoft Teams and Slack that employees frequent. 🛠️ Gear up for support on multiple channels!Enable round-the-clock instant support on your preferred channels. Free up agents for more strategic tasks while Freddy AI Agent intuitively intercepts conversations and queries on public channels and provides timely resolutions.Learn more 🗣️ What do customers say about Freddy AI Agent?After implementing Freshservice, the team experimented with AI agent and chatbots – quickly realizing real returns on their investment. Freshservice's generative AI-powered agents — in conjunction wi

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1 month ago

anupama.phalCommunity Manager

published in AI & Bots

This week on Freddy Fridays: Unlocking the Power of Freddy AI Agent Reporting 📊Freddy Fridays

Hello Everyone,This week on Freddy Fridays, we're diving into how Freddy AI Agent reporting can revolutionize your service desk and supercharge your self service strategies.🌟 The Value of Freddy AI Agent Reporting🔍 Addressing Key Employee Issues: By identifying gaps in the AI Agent's efficiency and adoption, businesses can address unanswered queries and bolster self-service options. This ensures that employees and clients have a seamless experience with the AI Agent, boosting overall satisfaction.💡 Enhancing AI Agent Efficiency: Understanding deflection trends and conversation patterns allows businesses to refine AI Agent responses. This improves the efficiency of Freddy AI, ensuring it effectively aids in deflecting tickets and providing accurate solutions.📈 Driving AI Agent Adoption: Tracking usage trends helps admins drive Freddy AI's adoption across teams. Implementing measures based on these insights fosters a cohesive and well-integrated AI Agent environment that consistently

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1 month ago

anupama.phalCommunity Manager

published in AI & Bots

This Week on Freddy Fridays: The Power of Mandating Resolution Notes 📝Freddy Fridays

Hello CommunityThis week, let's explore how making resolution notes mandatory can transform your service desk operations.🌟 The Importance of Resolution NotesMandating resolution notes through business rules ensures consistent and comprehensive documentation. This practice gives agents valuable context when reviewing historical tickets. 🕒 When to ImplementWhen complex issues involve multiple teams, important context can easily be lost. A clear resolution summary not only helps future agents but also enhances Freddy’s ability to identify similar past incidents and improve response suggestions. 🛠 How to Implement1. **Access** the ‘Resolution’ tab or click the ‘Add resolution’ button.2. **Generate** a note with the ‘Generate resolution’ button (requires Freddy Copilot add-on).3. Freddy AI auto-populates details like the root cause, actions taken, and resolution.4. **Insert** the note by clicking ‘Add’.5. Set up business rules to mandate resolution notes. ⚙ Managing Resolution Note Field

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2 months ago

neharika.sundarTop Contributor

published in AI & Bots

Gain visibility into service operations with Generative AI-powered Freddy insights (Beta)

Hello Freshservice Members !!As IT leaders, are your decisions slowed down by creating and managing reports?Do you wish you had access to quick insights without scoring through tons of reports?Well, Freddy AI is here to help - with the power of Generative AI!With Freddy insights (Beta), get the right insights at the right time in a conversational way. With volumes of service desk data available at Freddy AI’s disposal, it can identify key trends, anomalies, and insights to flesh out and highlight so that proactive measures can be taken immediately. All this while not managing bulky reports - just ask Freddy AI for insights, and you will get them instantly.Here are the Freddy insights capabilities you can explore for free during the Beta period on the Pro and Enterprise plans: ✅ Explore auto-generated insights and take action with Proactive InsightsTo run an operationally efficient organization, it’s important to drive informed decisions while spending optimal time and resources on sour

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2 months ago

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Appsolutely Connected: Explore the World of Freshservice Integrations

Hey there!Exciting news for Freshservice Enthusiasts 🎊We're thrilled to introduce a brand-new series that's about to revolutionize the way you use Freshservice – “Appsolutely Connected: Explore the World of Freshservice Integrations.”In this upcoming series, we will shine a spotlight on the top Freshservice integrations, diving deep into their use cases and key benefits. Our goal is to show you how these integrations can empower you to deliver outstanding IT support, boost productivity, and elevate your overall service desk game.🔮Start exploring our series:⭐ Episode 1: Experience conversational, zero-touch IT support with Freshservice + Microsoft Teams ⭐ Episode 2: Say goodbye to ticket duplication woes with Freshservice + Clone Ticket ⭐ Episode 3: Streamline and accelerate change management with Freshservice + Clone Change⭐Episode 4: Master your time and tasks with Freshservice + Office 365 Calendar⭐Episode 5: Seamless user management with Freshservice + Azure Active Directory Provi

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3 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: ensure accessibility and inclusivity with Multi-lingual conversations! 🔍Freddy Fridays

Hey there! Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can provide human-like, personalized support with Multi-lingual conversations. 🌟 🧐 Why is natural language assistance such an important facet of support?Today’s global workforce speaks multiple languages, and it can be tricky to empower such employees with personalized assistance in their preferred language. Freddy AI Agent offers human-like support through natural language conversations that ensure efficient engagement and, eventually, delightful employee experiences. 🛠️ Get started with Multi-lingual conversations!With Freddy AI Agent, global employees can share queries and receive tailored and localized support from virtual assistants in their natural language of choice. Freddy AI Agents can interact and translate all available content in service catalogs and knowledge bases in 40+ languages.Learn more 🗣️ What do customers say about Freddy AI Agent?Our internal customers can actual

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3 months ago

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Improve asset identification with Freshservice + Asset Label Designer🏷️✨

Hello folks!👋🍂Coming out of the Thanksgiving feast and diving back into the tech world? We've got a post-turkey treat for you on this episode of "Appsolutely Connected with Freshservice" — your go-to guide for apps that turbocharge your service desk efficiency. 🛠️Ever had that sinking feeling when your inventory doesn't quite match the records? You’re juggling a ton of tech assets everyday—computers, servers, gadgets, you name it. Keeping tabs on them all can be a bit like trying to catch a swarm of bees—chaotic and prone to a few stings.So, how do you ensure every device is easily recognizable, data accuracy is at its peak, and operations run seamlessly?Freshservice + Asset Label Designer provides a visual, scannable system, streamlining operations and ensuring precise data for informed decisions and IT compliance.🏷️🌟What can you achieve with this integration? Efficient and Accurate Asset Identification: Improve data accuracy by labeling assets with barcodes. Automation of data c

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3 months ago

SumithraCommunity Manager

published in Apps and Marketplace Integrations

Combine fast, streamlined support with delightful employee experience through Freshservice + Slack integration 🤖Blog

Hello everyone! Welcome back to the second edition of “Appsolutely Connected with Freshservice” – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼I am Sumithra Gopalakrishnan from the Freshservice product marketing team. I work with the integrations team to train the spotlight on the apps and integrations that will give your service desk a definite boost. I love checklists, so get ready to see some exciting lists coming your way on how to get the most out of the Freshservice integrations. (Say hello if you are a checklist geek too!)Today, we will see how the Freshservice integration with Slack helps enterprise service teams and employees! 🤝🌟 💡Get the most out of SlackFor most modern organization, Slack is the collaborative hub where work happens. But employees often have to move out of their workspace to a different platform to raise requests, report issues or ask for assistance. And agents have to toggle between tools to stay on top of their

2064

3 months ago

anupama.phalCommunity Manager

published in AI & Bots

🌟 Freddy Friday Fun! 🌟Freddy Fridays

Hey Community!It’s time to shine the spotlight on Freddy AI Agent! 💡🚀 Meet your productivity sidekick! Freddy AI Agent helps you:🤝Streamlines employee support 24/7🛠Automates routine tasks with simplified enterprise-grade AI💬Delivers human-like and personalized interactions🔐Provides trustworthy and reference-rich responses✨Freddy AI Agent is here to make work smarter, not harder.Got questions? Let Freddy handle it!🔗Get Started with Freddy AI AgentLet us know your favorite Freddy feature in the comments! #FreddyAIAgent #Freshworks #AIForBusiness #FreddyFridayCheersAnupama Phal

250

4 months ago

Kamakshi VCommunity Manager

published in Apps and Marketplace Integrations

Conversation Lounge >>> Level up with Freshservice Integrations

Hello Freshworks Community! Welcome to the Event Lobby of our upcoming series: Level Up with Freshservice Integrations. This three-part series will feature the following sessions. We’re thrilled to collaborate with @Sumithra , @Jatin Rastogi , and @Nageshwar to showcase the features and capabilities. This is our first deep dive into the topic of integrations in the community, and we couldn’t be more excited! Session 1 - 👇🏽👇🏽👇🏽 RECORDING HERE 👇🏽👇🏽👇🏽https://freshworks.wistia.com/medias/ptxhynirrd ------------------------------------------------------------------------------------------------Session 2 - Session 3 - Few pointers to note - All sessions will begin at 9:30 p.m. IST | 9:00 a.m. PDT | 6:00 p.m. CEST. Each presentation will last for 40-45 minutes, followed by a Q&A session with our product expert. The joining link for all events will be shared a few hours in advance to ensure a seamless and hassle-free experience. Please keep an eye on the comments f

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5 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: enable extended conversations with Multi-turn conversations! 🔍Freddy Fridays

Hey there! Welcome to this week's edition of Freddy Fridays, where we show you how Freddy AI Agent can provide continued assistance to fix employees’ issues with Multi-turn conversation 🌟 🧐 Struggling to gather enough context from employees to resolve issues smoothly?Do you suffer from the dearth of information at the right time and from the right sources, which could help in efficient issue resolution? Worry not - Freddy AI Agent is intelligently equipped to conversationally capture all the necessary information to provide employees with the best possible solution. 🛠️ Get started with Multi-turn conversations!With Freddy AI Agent, employees receive fully autonomous, 24/7, human-like engagement and thoughtful, context-driven responses to provide instant, best-in-class support..Learn more 🗣️ What do customers say about Freddy AI Agent?The bank quickly spun up an autonomous service portal with Servicebot, a friendly AI agent that uses natural language processing and machine learning

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5 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Friday: Gain transformative IT impact with Freddy AI Agent! 🚀Freddy Fridays

Hey Community!🤔 Did you know?Our customers have seen a whopping 53% ticket deflection with the gen-AI powered Freddy AI Agent as per the Freshservice Benchmark Report 2024.🤔 What is Freddy AI Agent?Freddy AI Agent is the new generation of easy-to-deploy and use autonomous service agent that can be deployed in minutes and is built to deliver exceptional employee experiences. Using Freddy AI Agent, IT teams can deliver personalized, near-real-time support that meets employees’ individual needs, freeing up time for users in IT, HR, and other internal service teams to do more fulfilling work. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need it. 🗣 What customers think of Freddy AI Agent?Freshservice's generative AI-powered Freddy AI Agent — in conjunction with Microsoft Teams — provides employees with 24/7 support and shortens resolution times within Teams - A leading global automotive pla

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5 months ago

suvashini.balashanmugamContributor

published in Employee Workflows

Navigating the Onboarding Maze: A lesson from Maya's Journey

Hello Freshworks Community!How's it going? Hope you all are having a great week so far!I’m Suvashini, Prinicipal Customer Success Engineer here at Freshworks! I’m also your Community SME and my key product focus areas are Freshservice and Freshservice for Business Teams!I wanted to share some best practices on corporate on-boarding and thought the best way would be through a story! So grab you cuppa coffee or tea and let’s dive right in ☕🍵🤓! ⛈⛈ Rain hammered against the sleek glass windows of Technex Corp HQ, mirroring the storm brewing inside Maya. Her first day as a data analyst, and the only welcome she'd received was a generic automated email with a login and a frowny-faced Slack invite called "Newbie_Hole" "Ugh, where's HR?" Maya sighed, scrolling through the endless channels of a cluttered digital workplace. The "Newbie_Hole" was a firehose of questions and frantic emojis, none of them answered.Suddenly, a notification popped up, a video call request from "TechNexBot_Onboarding

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6 months ago

anupama.phalCommunity Manager

published in AI & Bots

🌟 Freddy Friday Spotlight: Mastering Freddy Copilot 🌟Freddy Fridays

Hey Community!Are you ready to unlock your IT team's full potential and revolutionize your workflow? Join our upcoming webinar, "Mastering Freddy Copilot," and discover the transformative power of AI in boosting your team's efficiency!"Here's what you can expect to learn:🚀 AI Capabilities: Get an inside look at how Freddy Copilot harnesses cutting-edge AI technology to streamline processes and enhance productivity across your IT team.💡 Boost Efficiency: Learn proven strategies to optimize your team's performance, reduce downtime, and accelerate problem-solving with Freddy Copilot as your trusty sidekick.⚡ Immediate Impact: Discover actionable insights that you can implement right away for an immediate boost in your team's operational efficiency.Don't miss out on this opportunity to explore how Freddy Copilot can be a game-changer for your IT operations. Whether you're an IT manager, a tech enthusiast, or simply curious about the future of AI in the workplace, this webinar is for you!

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6 months ago

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