1 week in... The ESM story so far
The new ESM system launched last week, on Wednesday 20 November.
Broadly speaking the launch has been smooth and successful with over 80 members of IT support staff, across more than 30 service groups, having now made the switch to managing incoming enquiries in FreshService. Over 1,800 tickets have been raised in the first week!
We’d like to express our deepest thanks to everyone who has shared their feedback as we’ve been finessing the system, and ironing out teething issues, based on your observations, suggestions and ideas.
Of these teething issues, a small number of IT service teams reported problems with email routing during the switchover. We’re pleased to say this have now been resolved. 1 bug has also been identified that prevents service agents from saving email signatures, this is currently being investigated by the supplier.
You can let us know about any questions, issues or suggestions you have via the ESM reporting form.
We have published a Feedback Tracker on this site so that everyone has visibility of the questions that have been raised, and our initial responses/action taken so far. We’ll regularly update the tracker, keep any eye out for the things you’re most interested in.
Introducing the ESM has been a big change, and big changes takes time to settle, so please get in touch if you’re having issues or need help.
A range of guides and support articles can be found in the Freshworks Support Portal.
Once again, thanks for your engagement and involvement,