Using Freshservice

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

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11 hours ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Friday: Supercharge Your Service Desk with AI!Freddy Fridays

Hey Community,Curious about how AI can transform your service management and boost team productivity? 🔍 Explore Freddy AI with a Personalized Demo ✅ Freddy AI Copilot: Boosts agent efficiency with smart, time-saving actions while maintaining exceptional service quality.✅ Freddy AI Agent: Empowers employees with AI-driven self-service for faster issue resolution.✅ Freddy AI Insights: Delivers actionable insights for smarter, data-driven decisions. 💡 Why Choose Freddy AI?Trusted by leading organizations, Freddy AI accelerates resolution times, boosts employee satisfaction, and transforms service delivery — all powered by cutting-edge GenAI within Freshservice. 🗣️ Hear from Our Customers:"Freshservice's AI capabilities are the backbone of our IT operations.” — Porsche eBike Performance 🚀 See It In Action! Experience the future of AI-powered support with this personalized Freddy AI demo!CheersAnupama Phal

1 day ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Friday: Not Sure Where to Start with AI? Join us to take off 🚀Freddy Fridays

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 ActionLearn 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 ImpactHear 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 exciting

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1 day ago

Kamakshi VCommunity Manager

published in Getting Started

[POLL TIME] What’s your Go-To Doc Tool?1 Min - POLL | ESM

Hello Folks!!Select all that apply below, and feel free to mention anything not listed in the comments!

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4 days ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 This week on Freddy Friday - Transform your service experience with Freddy AI AgentFreddy Fridays

Hey Community,ICYMI: Freddy AI Agent has officially launched in General Availability!This milestone transforms how your organization delivers support by providing intelligent, 24/7 assistance to employees directly in their preferred work channels. If you haven't heard yet, Freddy AI Agent is already helping companies significantly reduce support ticket volume and agent workload while maintaining exceptional service quality—all with remarkably uncomplicated implementation.💬 The Results Speak for ThemselvesIn a recent survey, here's what customers have to say about Freddy AI: 68% of customers choose Freddy AI Agent for the ease of implementation 66% report reduced agent workload 63% benefit from 24/7 accessible support "Freddy AI cut our response times by 80-90% — from hours to just 30 seconds! Ticket resolution is faster, and our agents' workload has significantly decreased" — Leading Fintech organizationWhat's New in GA?Following our successful beta, Freddy AI Agent for EX has off

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7 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Elevate Your Communication with Freddy AI Copilot’s Writing Assistant! ✍️✨Freddy Fridays

Hey there, service legends! Welcome back to Freddy Fridays—your weekly update on all things Freddy AI. This week, we’re shining a light on Freddy AI Copilot’s writing assistant capabilities—an existing suite of tools designed to help you communicate more clearly, professionally, and empathetically, all while saving you time!🚀What can Writing Assistant do for you?📝 Text Enhancer: Keep it quick and concise. Jot down a few bullet points or a short note, then let Freddy expand your thoughts into a polished, comprehensive response—no extra effort required!🔁 Text Rephraser: Drafts not hitting the mark? Instantly rephrase your text for clearer, more grammatically correct, and more effective communication. Perfect for cutting through the clutter!🌈 Tone Enhancer: Choose the right tone for every message—casual, friendly, or professional. Make sure your replies always match the situation and help build stronger relationships with requesters.Where can you use these features?✅ Ticket Replies: C

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15 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

350620

17 days ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: Smarter Similar Ticket Suggestions now live! 🚀Freddy Fridays

Hey there, service stars! Welcome to another edition of Freddy Fridays, your weekly scoop on all things Freddy AI.Today, we're thrilled to spotlight some exciting enhancements to Similar Ticket Suggestions—helping you resolve issues faster and work smarter than ever! 🌟 🆕 What’s new?1️⃣ Upgraded Similar Ticket Suggester ModelOur similar ticket suggester just got leveled up! The model has been upgraded to deliver smarter, more precise suggestions—so you see only the most relevant related tickets. Faster resolutions, and more accurate insights are now at your fingertips!2️⃣ Built-In Agent Feedback OptionsYou spoke, we listened! Agents can now give instant feedback on whether the suggested tickets are truly helpful for their workflow. Just thumbs up 👍 or thumbs down 👎—easy! Our team will be monitoring this feedback closely, turning your insights into continuous improvements for Freddy Copilot. Why use these suggestions?📝 Identify Similar Tickets Instantly: Find live or past incidents

22 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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22 days 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

100

29 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

4496

1 month 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

1 month 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

3214

1 month 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

110

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—

351

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

2 months 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

2 months 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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2 months 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

120

2 months 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

600

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

3216

3 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

7314

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

371

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

3123

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

260

5 months ago

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