FreshService Guide HR - Getting Started

Getting Started with FreshService

Quick Guide for New HR Agents

1. Sign into FreshService with your myBristol username/password (once SSO is configured) using the following URL.
https://bristolcc.freshservice.com/

2. How to Create a Ticket (AGENT)

a. Creating a Ticket Manually in FreshService
1. i. Click the blue + sign, then select Incident to begin creating a ticket, or any other service you are looking for

ii. From there you will enter in the information for the ticket as needed

iii. On the left hand side you will see the templates that we have access to. These contain information that will automatically populate information based on the most requested issues needing troubleshooting

iiii. On the righthand side you will see the options to save the incident which defaults to creating the ticket and leaving it open. You also have the ability to make a ticket and instantly close the ticket.

b. Creating a Ticket from your email

i. Send or Forward an email to: hr@bristolcc.freshservice.com

ii. Email Commands

3. How to Create a Ticket (END USER)

a. Click the ITS, HR or Data Ticket link inside myBristol under employee resources to create a ticket

b. Select HR under "Issue related to" and complete information on ticket.
http://www.bristolcc.edu/accessbcchelp/itshelpform/

4. Accepting a Ticket

a. There is a few ways in which you can assign or accept a ticket. Keep in mind that any notes, comments, or actions taken on a ticket will automatically assign it to you

i. here you can click on the "none" under assigned to, and select or search for your name

b. Another way is to open the ticket and on the right-hand side you will see fields that are able to modify.

ii.

5. Canned Responses

a. How to Use

i. Once you have opened the ticket you will be able to select "reply" and then within the reply you will have the canned responses you can select and choose from

ii. Inside you will see the responses,

b. How to Create
i. Start by using the Gear in the bottom left which will bring up the Admin tools. From inside there you will want to look for "Canned response"

ii. Inside canned response you will see a few options. On the left where it says personal, you can select specific folders or your own personal folder with custom responses that maybe you use a lot. Click "Add New" to create a new one and select the folder where you want it to be located.

A screenshot of a search box AI-generated content may be incorrect.

iii. Here you can see the template for the canned responses. You can attach files, set it so everyone can view or only specific people. Includes placeholders that will automatically populate the ticket with specific data for example the Agents name or the requesters name.

Add a Response Title to identify what the response is about.

Example:

Salary Reduction Agreement

Hi {{ticket.requester.firstname}},

Thank you for reaching out.

I've attached a salary reduction agreement form for you to complete. Once completed, please send it back to me, and we'll make the appropriate adjustments.

Please let me know if you have any questions.

Ticket: [{{ticket.url}}]

Thank you,

Add a signature line

Select Update to save the canned response.