Agents Guide to Using FreshService

Front screen is the Dashboard.  This will show how many open tickets are in the system.

Click on Tickets

   from here you can configure your view and view your tickets.

RBWM Agents have a view already setup for them.  This ensures that you see all the tickets for all of your groups.

You will then have a view of all your tickets along with the rest of the team.  You can see who has been assigned as the agent in the right-hand column.

All calls should be directed to a group rather than an individual; you will need to assign yourself to the incident by placing a ü next to the ticket & then selecting Pick Up in the top pane.

Click on a ticket to open it 



The details are shown in the main panel of the screen, with additional information in the pane on the right (you can scroll down to see it all).

Clicking Add Note opens the following screen.

When you use this screen, you can ask a colleague a question, this is not visible to the user as by default the Note is Private. Remember to change the "Status" from "Open" to either "Pending Internal 3rd Party" if it is a member of RBWM staff, or "Pending External 3rd Party" if you are waiting on a supplier.

 

 

Clicking Reply, will open another screen and this is then visible to the customer. Ensure that you change the "Status" to "Awaiting Customer Response" this will pause the SLA clock. When the customer responds it will automatically update the ticket, and you will receive an email notification from the system.

Within the ticket there is the option to search for and add into a response to a user either a "Solution" or a "Canned Response", these are available at the bottom left of the screen.

 

From within the ticket on the right-hand side, you can "Resolve" it. Always ensure that you have detailed what you have spoken to the customer about or what fix you have applied.

Also ensure that you have filled in all the mandatory fields, these show with an *

Please don’t close the ticket, it will automatically close after 48 hours.

These notes should get you through the first few days and allow you to become more familiar with the system. If you require any help, please let your team leader know.