New ESM launch – 3 week countdown!
More updates as we prepare to launch the Digital Transformation pilot of FreshService
FreshService will be the replacement for RT (Request Tracker) from w/c 18 November.
This information is relevant to IT support staff across MSD who use RT to manage their local IT services.
More about the new features
Ease-of-use, usefulness and scalability have been our guidance principles as we’ve been designing and configuring FreshService.
In my last message I explained that the ESM launch will offer a new, user friendly system with all the key ticketing features to manage incoming IT support requests.
Here’s a little more detail about some of the other features you can expect from day one:
SSO & CUD integrations: You’ll be able to quickly access FreshService using your university single sign on. CUD integration will mean views in the system and customer portal can be tailored based on university affiliations (even multiple/complex ones!).
Email Routing and automation: From launch day, incoming email requests will be routed and raised in FreshService. An initial batch of workflows will in place to start automating high-volume IT admin requests.
Customer Portal: There’ll be a customer portal for raising and tracking tickets/incidents, and the ability to present both divisional and departmental service catalogues.
Knowledge Base: An initial collection of support articles for common requests that can be presented relative to university-wide, divisional or department-level IT contexts.
Customisable Dashboards: IT support staff, supervisors and managers will have the ability to build their own widget-based dashboards to better understand and manage their work.
Call to action
The goal is to make the step-over from RT to FreshService as seamless, and well-supported, as possible. Here’s are some things you can do to get ready:
- Complete the IT support staff survey about your current tools.
- Join the FreshService demo on Tuesday 6 November.
- Book a tutor led FreshService training course
- Enrol for self-guided training via Freshworks Academy
- Sign up for the Freshworks AI summit on 12 November