3 Time-Saving Freshservice Hacks

Freshservice is already a powerful ITSM tool, but there are a few lesser-known tricks that can make it even more efficient. These hacks save time, reduce manual effort, and help your team stay on top of their game. Here are three of my favorites:

1. Automate Ticket Closures with Supervisor Rules

Manually closing resolved tickets is time-consuming and unnecessary. Use Supervisor Rules to automatically close resolved tickets after a specified number of days.
✅ Save Time: Free your team from repetitive tasks.
✅ Stay Organized: Keep your ticket list clean and focused on active issues.

2. Highlight Stale Tickets Automatically

Chasing updates can feel like a full-time job. Set up a Supervisor Rule to tag tickets that haven’t been updated for a specific number of hours.
✅ Automated Chasing: The system reminds your team to update tickets, so you don’t have to.
✅ Key Metric Tracking: Add a view for stale tickets to your dashboard to monitor and address them easily.

3. Turn Routine Checks into Workflows

Teams often have daily or recurring checks to perform, but it’s easy for them to slip through the cracks. Use Freshservice Workflows to formalize these tasks as tickets.
✅ Clarity and Accountability: Provide clear instructions and OLAs for these tasks.
✅ Track Performance: Measure team performance and ensure tasks are completed on time, every time.

These small tweaks can have a big impact on your team's productivity and focus. By letting Freshservice handle routine tasks, your team can focus on what matters most—delivering excellent service.

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Need help implementing these hacks?
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