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Understanding Due By times and SLA policies
Customers want to know when they can expect a response and resolution from you when they raise a tic
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Defining your Default SLA policy
The default SLA policy in Freshservice will be applicable to all tickets coming into your helpdesk.
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Creating multiple SLA policies for specific departments and groups
You can create multiple SLA policies in your service desk and enforce a different SLA policy on ti
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Customizing Ticket Fields with Field Manager
Every service desk requires a specific set of data from the users for the agents to start working on
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Setting up your support email address
Once you have signed up for a Freshservice account, the first thing you probably want to do is sta
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Priority Matrix
Often, when an incident’s priority is determined by an agent, it results in ambiguity. More robust m
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Configuring feedback options
Freshservice lets you collect feedback and requests directly from your website, portal or any third
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Setting Default Business Hours
It doesn’t make sense for your help desk to take weekends into account in your SLA policies. Otherwi
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Creating an SPF record
A Sender Policy Framework record (commonly known as SPF) will ensure that emails sent from the speci
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Configuring Multiple Business Hours in Freshservice
When you have parts of your support team working across different regions, times or time-zones, mana