Getting Started with Tickets (21)
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Increase Agent Productivity with Real-Time Custom Dashboards
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Viewing and accessing information about tickets
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Create common reply templates with canned responses
Ticket Actions (22)
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Adding an existing solution as a response to a ticket
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Adding Time Entries to your Tickets, Problems, Changes, and Releases
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Adding Child Tickets to Incidents in Freshservice
Ticket Automations (5)
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Create supervisor rules
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Create and run scenario automations
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Schedule recurring tickets using Scheduler
Freddy AI Copilot (21)
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Configure Freddy AI Copilot features
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Optimize Freddy AI Copilot license utilization
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Generate ticket summaries using Freddy AI
Copilot Agent (12)
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Use the Conversational Copilot to resolve tickets faster
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Connect knowledge sources to your Copilot Agent
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Improve your knowledge base with AI-generated recommendations
Freddy AI Insights (10)
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Freddy AI Insights for Freshservice
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Freddy AI Insights overview
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Root Cause Analysis (RCA) in Freddy AI Insights
Dashboards (4)
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Increase Agent Productivity with Real-Time Custom Dashboards
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Improve Team Alignment with Team Dashboards
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Team Dashboard is now more inclusive
Incident management (11)
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Understanding Due By times and SLA policies
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Defining your Default SLA policy
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Creating multiple SLA policies for specific departments and groups
Problem Management (6)
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Adding a Root Cause Analysis, Impact Analysis, and Symptoms Report
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Linking problems to an existing or new change
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Adding permanent solutions or workarounds to a problem
Change Management (17)
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Get started with change management
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Manage change advisory board
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Specifying reason and impact before performing a change
Approvals (6)
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Ticket and change approval via Email
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Service Request Approvals Access for Requesters
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Transitioning to the Enhanced Email Approval Experience
Service Catalog (13)
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Configure the Service Catalog
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Requesting a Service from the Service Catalog [End User Guide]
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How to restrict visibility of Service Catalog Items based on User Groups
Knowledge Base (16)
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Helping users to your documentation
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Understanding the three-level solutions hierarchy
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Manage the Access and Visibility of Your Knowledge Base Solutions
Task management (11)
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How to create tasks in Freshservice?
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Assigning tasks to members in your team
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Manage your Work and On-call Calendar
Collaborator (5)
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Setting up collaboration apps
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Collaboration on Tickets - MS Teams
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Setting up Zoom Meetings for Incident Management
Ticket Assignment Policies (9)
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Optimise ticket assignment with assignment policies
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Ticket assignment with the new policy framework
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Ticket assignment policies framework
Access controls (9)
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Creating a new custom role and its significance in Freshservice/Freshservice for Business Teams
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Understanding Default Agent Roles in Freshservice
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Troubleshooting contact import issues in Freshservice trial account
Portals (6)
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Get started with multiple requester portals
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Configure multiple requester portals
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Email notifications in multiple requester portals