Freshservice Overview: Part 1: Self-Service Portal Walkthrough 🚀

Welcome to Part 1 of our Freshservice tour! In this video, I walk you through the Freshservice Self-Service Portal—the customer-facing side of Freshservice. If you're wondering how Freshservice helps streamline IT, HR, and other service functions, this is the perfect starting point!

Whether you're new to Freshservice or considering it for your organization, this video will give you a high-level overview of its core features, customization options, and how it empowers your users.

In This Video, You’ll Learn:
✅ How to customize the Self-Service Portal with no-code branding & layout options
✅ The power of knowledge articles, service requests, and automated workflows
✅ How Freshservice reduces email dependency and improves service efficiency

🔗 Watch Part 2 (Agent View Walkthrough) here:    • Freshservice Overview: Part 2:  Agent View...  

📢 Need expert Freshservice consulting & support? Reach out via the details in the description!

💬 Have questions or want to share your Freshservice experience? Drop a comment below!

⏰ Video Chapters
0:10 – Welcome & Introduction
0:22 – What This Video Covers: Freshservice Overview
0:31 – Why Freshservice is More Than Just an IT Tool
0:55 – How to Get the Most from Freshservice
1:14 – Starting the Tour: Self-Service Portal
1:28 – Why the Self-Service Portal Matters for User Experience
2:02 – Branding & Customizing the Portal Without Code
3:18 – How Users Navigate the Self-Service Portal
4:12 – Knowledge Base: Search, Formatting & External Links
5:10 – AI-Powered Knowledge Suggestions & Article Use Cases
5:43 – Reporting Issues: Raising Incidents & Service Requests
6:54 – Dynamic Forms & Smart Field Visibility
7:28 – Submitting a Ticket: What Happens Next
8:18 – Viewing & Managing My Tickets
8:58 – Service Catalog: Automating Common Requests
9:54 – Workflow Automation & Approval Processes
10:45 – HR & Finance Service Requests in Freshservice
11:35 – Managing Approvals & Notifications
12:21 – Deep Dive into Onboarding & Offboarding
13:15 – Customizing Status Messages for User Clarity
13:49 – Final Thoughts & What’s Next in Part 2

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