User Guide
Freshservice User Guide
Let’s get started with logging in to Freshservice. Head to the MRC Intranet page and select the IT Freshservice option on the system links. If you have not configured the link, select the settings cog on the system links app, select the IT Freshservice link, then click save.
By clicking on the link, it will directly take you to the support homepage. You do not need to login as it is SSO configured.
Homepage:
From the homepage, you can directly choose to raise a service request or browse the knowledge articles. The following options are available on the homepage.
- Raise a service request – will take you to the service catalogue items, where you can choose the suitable type of request and fill the details required.
- Browse help articles – will take you to the solutions homepage. The articles are divided into categories-Folders-Articles.
- Notifications toggle which captures all the updates on the tickets raised. You can customise the notification on how you would like to be notified.
- Announcements- You will also receive any announcements made by the IT department in the support portal. Click on your name’s initial then announcements.
- Search Everything – if you know what you are after, you can directly search the entire support portal. If none of the results match, you can raise a ticket.
- Open Tickets – the homepage is configured to view all your open tickets.
Main Menu:
When you click on the main menu, there are 4 options to choose from:
- Home – Takes you back to the homepage of the portal.
- Solutions – will lead you to the solutions articles page. You can search through the folders for the relevant article. When you open the article, you will have an option to print the article. A few related articles will also be available on the right.
- All tickets – This view will have all the tickets requested by you. You can select the type of tickets differentiated by status.
You will also have an option to sort.
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- Service Catalogue- this includes the types of SR that can be raised. It has also been categorised on the type of IT request. This has been customised to capture the information required to resolve the ticket. This is be updated regularly to best suit the type or requests.
Service Bot:
This AI bot is readily available for you to get quick updates on tickets and raise tickets via MS Teams.
- To raise a ticket: go to the Servicebot chat and type raise a ticket. The bot will reply with a link to raise a ticket. This is a default ticket type. Fill the form and hit submit. This will create a new ticket and the bot will send you the ticket details.
- Status Update: when an agent changes the status of the ticket, you will be instantly notified in the bot with an option to reply to the agent. Replying to a resolved/closed status ticket will set the ticket status back to open.
- View ticket: the bot will display a list of all your open tickets, and you choose to reply or view the ticket details.
- Knowledge Based Articles: You can ask questions using key words to the bot and it will display the relevant articles. If there are no articles, it will display the option to raise a service request or provide you with a suitable catalogue item to submit your request.