80% of incidents raised are about the same 20% of issues.*

*Based on data from 30 service desks.

SURPRISED?

So were we. But numbers don’t lie.

WHAT DOES THIS MEAN FOR YOUR SERVICE DESK?

YOU ARE REPLYING TO THE SAME PASSWORD RESET REQUEST OVER AND OVER AGAIN…

…WHEN YOU WOULD RATHER BE SOLVING ACTUAL PROBLEMS AND

DECREASING THE NUMBER OF INCIDENTS RAISED IN THE FIRST PLACE.

PROBLEM MANAGEMENT

(n.) something that IT organizations around the world dream to do, but never do.

HOW CAN FRESHSERVICE HELP YOU DECREASE TIME SPENT ON INCIDENT MANAGEMENT WITH AN INCREASE IN CUSTOMER SATISFACTION?

SELF SERVICE

MAKE IT EASIER FOR USERS TO FIND

ANSWERS

GIVE USERS AN INTUITIVE SELF SERVICE PORTAL

FRESHSERVICE IS DESIGNED TO ENCOURAGE THE USER TO SOLVE ISSUES ON THEIR OWN.

AUTO-SUGGESTION OF KB ARTICLES EVEN AS THE USER IS TYPING OUT AN

INCIDENT IN THE SELF SERVICE PORTAL.

AND IF KNOWN INCIDENTS DO COME THROUGH….

FRESHSERVICE SIMPLIFIES THINGS BY SUGGESTING THE SAME KB ARTICLES TO

THE SERVICE DESK AGENT WHO IS REPLYING TO THE INCIDENT.

AIN’T THAT SWEET?

FRESHSERVICE REALLY PUTS SELF SERVICE AND POWER IN OUR USERS HANDS TO

REQUEST WHAT THEY WANT AND AUTOMATE THE PROCESS COMPLETELY.“

Ben Greeno IT Manager

Judson University

SELFSERVICE.FRESHSERVICE.COM

DOWNLOAD OUR COMPLIMENTARY EBOOK ON SELF SERVICE FOR ITSM 101.

THANK US LATER.

selfservice.freshservice.com

SELFSERVICE.FRESHSERVICE.COM

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