Medgar Evers College of CUNY

If you need to notify your customers of an update, you can add an announcement to the Freshservice dashboard and it will be visible to everyone who accesses...

If you have tasks assigned to you, it will be visible under the My Tasks section present on the left sidebar.  To view a complete summary all your tas...

Freshservice lets you perform repetitive tasks quickly by using keyboard shortcuts. These shortcuts can be used to navigate your way around your service des...

Freshservice allows for the creation of tickets through 3 main channels.  1. End User Portal- Users can raise an incident or a service request from the en...

All tickets can be found on the tickets tab. But you can filter the list to narrow it down to a specific set of tickets AND you can sort them by due date, p...

You can access some of the options to update tickets right from the ticket list. Here is a list of what each item does

Once the ticket is created, it shows up in the tickets tab as ‘Unassigned’. It needs to be assigned to an agent from the right team, so that they can start ...

You can think of a task as a child ticket. Let’s say you receive a ticket that requires an agent from another team to fix some things before you can actuall...

You can also use notes to discuss the ticket with other agents. 1. Go to the ticket’s detailed view and click on the Add note link under the ticket descri...

1. From the ticket’s detailed view, click on Reply right below the ticket description to get all these options. 2. Once you’ve typed in the rep...