Introducing Freshservice Workspaces: A new era for Service Desk!
The IT Team have been working on improving our Service Desk to allow for enhanced employee experience & collaboration.
We are introducing a new feature called “Workspace” in our Freshservice portal.
We will begin by piloting our 1st Workspace using the Marketing dept.
What will “Workspace” provide.
- Allows for
- the ability user to create requests for specific Team.
- the ability teams to co-exist seamlessly on a single platform while still maintaining operational integrity & exclusivity.
- the isolation of data that may be sensitive and needs to be secured.
When will this happen?
- The “Marketing Workspace” will be made available on the 25th of March.
- At this point you will be presented with two active “Workspaces” s
- “IT Service Desk” which will be the primary workspace for IT related Tickets & Service Requests.
- “Marketing Workspace” only for all Marketing Service Requests.
Processes for reporting Service Requests & Reporting an Issue
Please click on link refer to “User Guide to requesting a Marketing Service Request” lick on link User Guide
- There are no changes as to how a user raises an IT Service request
- Reporting an Incident remains the same, user selects “Report an Issue” option.
- Please note that now when using the “Report an Issue” option, the requestor must select which “Workspace” the request is related to
- The system will default to the primary workspace which is the “IT Service Desk”.
- Please ensure you select the correct workspace to allow for maximum efficiency
- Please see example below on how to select the “Workspace” under “Report an Issue” process.
I will send out a confirmation email once the Marketing dept “Workspace” is active.
Should you encounter any issues or need help on any of the above, please contact me directly.
Liam.McGee@exertis.com