Product highlights: A whole new way to the service catalog, asset relationships and reports
#1 The service catalog gets an all new face-lift
Imagine walking to the checkout every single time you pick up an item at the store. That doesn’t really happen in real life unless you forget to get something. But with the service catalog, this must be an all too familiar story. Each time that you need to request for a service, it sure might be nice to be able to request for multiple related items too. For instance, if you’re getting a new laptop, you’d want all your necessary software to go with it as well. Earlier you’d have to create multiple service requests in Freshservice to process it. Which would be followed by agents trying to sort through similar requests to assign it to the right department. And that doesn’t really bode well with the requester, the agent, nor the organization if you’re looking to save time and effort.
With the all new service catalog, users can now request for multiple services in one go, within the same request. And agents get a single ticket with additional requests that they can either tend to on their own, or delegate to corresponding teams or agents.
Of course, you always have the choice to forego multiple selection and stick with good ol’ single service request if that’s what you want.
What you can do with multiple selection in the service catalog
By handling related item requests in a singular action, manage your workflows better with the ability to automate, track status, and measure all request processes within the service desk.
As a requester:
- Request for additional items in a single ticket
Just like how shoppers get to add related items to cart while checking out, users can now include related items that are preconfigured, while raising a single request.
- Follow up with just one agent for additions to their service request
Even if the requirements involve multiple teams or agents, only one agent will continue to remain a single point of contact throughout the service request’s lifecycle.
As an agent:
- Assign service request as parent-child ticket
While the parent request gets handled by the supporting agent, additional items are automatically assigned to the corresponding teams or agents.
- Collaborate and fulfil requests within a single ticket
Multiple agents or teams can update the status of the child requests with additional notes, while the parent request agent is automatically notified of all updates.
By supporting complex workflows in your organization with multiple selection in your service catalog, you can fulfil multiple processes within a single service request. Not to mention that you can easily make the most of these robust capabilities to domains like HR, Marketing, Education, Facilities – beyond traditional IT use. Read the knowledge base article to learn more about using it, or check out this video for a quick overview.
#2 Now, visualize asset relationships with map view
Asset relationships in Freshservice just got swankier, and easier to comprehend.
Apart from letting you view the dependent CIs and how they are tied to each other, the all new asset relationship map view lets you visualize all dependencies and relationships in an interactive map.
By mapping the asset relationships, you can:
- Manage assets/ CIs in a single screen without juggling between tabs,
- Analyze impact of change on multiple assets at a glance,
- Create relationships in bulk and save time,
- Identify and mitigate disruptions caused by the dependencies.
For instance, if the server is down, then the relationship map will show you a graphical representation of all assets directly connected to the server that are impacted by the error. It’s just that easy now to review all your asset relationships. Let us know how you like managing your assets the new way. For a detailed look of how it works, you could read the solution article.
#3 Schedule and automate custom reports
If you’ve been having trouble remembering to run reports on time, this one’s for you.
Schedule and generate custom reports for assets and changes in Freshservice as easily as setting alarms. By automating the entire process, you can have custom reports periodically emailed to users of your choice, whenever.
- Schedule custom reports for assets and changes by frequency – daily, weekly, or monthly
- Add email addresses of agents, requesters, or any other third-party user
- Automate the reports to be sent in PDF or XLS formats
By generating reports at scheduled periods, you can run your service desk a lot more efficiently, make informed decisions by planning ahead of time, and manage your assets and changes better. Read about using it and try it out right away.
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