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NAME: Palaganas, Rod Diego T.

LABORATORY: IT SERVICE DESK

1.1 CREATE FRESHSERVICE FREE TRIAL ACCOUNT


Visit https://expertsacad.com/freshworks/freshworks-freshservice/ to create a free trial account Navigate to SIGN UP FOR
FREE button

3 Reload your Freshservice dashboard


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1.2 ADDING OF AGENTS

Email: mika.malesa@expertsprimeacademy.com Name: Mika Malesa In Groups section, add the new agent as a member
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In Roles section, select the Account Admin role

Add and assign three (3) new agents as: a) Admin b) SD Supervisor c) SD Agent Navigate to Admin, select Agents under
the User Management section, click New Agent Emails: a. Lisa Carter engineer1.experts@expertsacad.com b. Elsa Frost
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engineer2.experts@expertsacad.com c. Sheldon Cooper engineer3.experts@expertsacad.com In Groups section, add the
new agent as a member
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1.3 SERVICE CATALOG


Navigate to Admin tab, select Service Catalog under General Settings

9 By clicking the Add New button, you can now create either a service category or service item
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1.4 ASSET MANAGEMENT

1.4.1 Adding New Asset Types


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13 Click on the Save button to finish adding the asset


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1.4.2 Adding New Asset
1.4.2.1 Inventory

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Click on the Add New button on the top right corner

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17 Save your changes

1.4.2.2 Software

18 Click on Assets > Inventory from the navigation.


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Click on the New Software button on the top right corner.

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20 Enter the software properties such as Name, Type, Status, Category etc depending on the type of asset you're creating.

21 Choose who manages the asset.


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23 Click on the Save button on top to finish adding the asset.

1.5 INCIDENT MANAGEMENT

24 In the Admin tab, under General Settings, select Support Channels → Email

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Give your support email a name Enter your support email address. Change default to
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support@yourcompany.freshservice.com
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28 Update your new email configuration.

29 Click New in the top-right corner

30 Select Incident from the drop down.


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Click on Save.
Output:

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33 Add mika.malesa@expertsprimeacadmey.com as watcher


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Assign the ticket to an agent. Select the ticket and click assign to agent

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Auto-assign tickets Go to Admin > Groups Click Incident Team Add engineer1.experts@expertsacad.com,
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engineer2.experts@expertsacad.com, engineer3.experts@expertsacad.com and enable automatic ticket assignment
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1.6 SLA POLICIES

Click on Admin > General Settings > SLA Policies

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37 Under the Default SLA Policy, click on the Edit button

38 Optionally, rename the Default Policy and provide a brief description


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Complete the time-priority matrix with the following response and resolution time

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40 Click update to save your changes

1.7 WORKFLOW AUTOMATOR

41 Head to Admin > Helpdesk Productivity > Workflow Automator


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Click on the New Automator button on the top right corner and choose the module for which you wish to create a
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workflow. Click on the New Automator drop down and click on Ticket.
Provide a name First Automator: Platinum Client Second Automator: Gold Client Third Automator: Silver Fourth
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Automator: Bronze
Set up events as ticket is raised and label it as New ticket is created

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Choose the conditions to trigger the workflow Label it as: First Automator: if client is platinum Second Automator: if client
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is gold Third Automator: if client is silver Fourth Automator: if client is bronze Edit the condition as Type is Incident
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Choose the action that you want your workflow to perform Edit action: First Automator: Set Priority as Urgent, Second
Automator: Set Priority as High, Third Automator: Set Priority as Medium, Fourth Automator: Set Priority as Low

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47 Activate your automator.


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1.8 CHANGE MANAGEMENT


Open the Change Module by clicking on the Changes icon from the left pane.

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49 Click on a Change to view the details.

Under Planning, you can use the Reason, Impact, Rollout plan, and Backout Plan Fields to fill in the Planning details. You
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can add information, insert images and links, and also attach files to supplement your report.
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Once you’re done adding the relevant information, click on Add to save the changes.

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1.9 APPROVALS/CAB

52 Associate new roles to the three agents you added on activity 2. a. SD Agent b. SD Supervisor c. Change Manager

Go to Admin > User Management > CAB

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54 Click on the Change Advisory Board (CAB)


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Click on Add members to add people to your CAB one by one accordingly

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56 Once you are done, click on the Save button


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Workflow outputs:

Platinum Client

Gold Client
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Silver Client

Bronze Client