Welcome to Freshservice, Agent!
This article is for new Agents to Freshservice, our IT and other departments ticketing system.
Getting Trained
Freshservice has a wealth of self-help resources for new Agents, including their Freshworks Academy which is free. I would encourage new Agents to watch these videos (and handouts attached) as an introduction:
Those video are from the Freshworks Academy “P009. Freshservice Agent Fundamentals” course. You can signed up for Freshworks Academy and access many more training resources.
There are a couple of HMA created resources for new Requesters on https://hmaedu.com (you must SSO login):
Signature
You'll need to copy your Code2 signature from a new email into your Freshservice account. First, in Outlook, start a new email so that Code2 generates your signature. Copy your signature (select it and Ctrl+C) to the clipboard. Under your profile (photo in upper right of Freshservice), you'll have a Profile Settings button. Next, there is a section for Signature. Please paste (Ctrl+V) into this box and then click Update.
Out-Of-Office
If you'll be off work for a period of time, you may want to enable the OOO functions of Freshservice by clicking on the calendar icon in the lower left hand corner: