Using Freshservice

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

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+ languages Register Today CheersAnupama Phal

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

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

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 "Generat

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

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

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 Suggester While 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 &

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! E nable 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 conjuncti

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 consist

Hello Community This week, let's explore how making resolution notes mandatory can transform your service desk operations. 🌟 The Importance of Resolution Notes Mandating resolution notes through business rules ensures consistent and comprehensive documentation. This practice gives agents valuable context when reviewing historical tickets. 🕒 When to Implement When 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 Implement 1. **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

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 ac

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 Agent Let us know your favorite Freddy feature in the comments! #FreddyAIAgent #Freshworks #AIForBusiness #FreddyFriday CheersAnupama Phal

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 lear

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

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

Hey Community! Wondering how to successfully integrate AI into your IT service management? Worry no more! We are excited to announce that our Freddy Masterclass Webinar Series is now available on-demand to guide you every step of the way with Freddy Copilot. Here’s a sneak peek of what our first webinar will cover: 🧠 Why AI Now? Discover why AI is more than just a buzzword and how it’s evolving service teams to meet modern employee expectations. This is your chance to understand the real-world benefits of incorporating AI into your operations. 🧠 Freddy AI in Action Learn about the transformative power of Freddy AI! See how it assists with self-service for employees, enhances agent productivity, and provides critical insights for decision-makers. 🚀 🧠 Real Impact Hear inspiring success stories of enterprises that have unlocked unprecedented levels of productivity and achieved significant improvements in resolution and response times. 📈 But that’s not all! We'll also delve into our e