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Freshservice Information

Overview

• In an effort to decrease the number of ticket submissions for issues where users either:

• Exhibit they have not been trained sufficiently
• Repetitively submit tickets for the same procedural problem
  
  

• The Apps-Service Desk team will begin adding a tag to relevant incidents in FreshService. 
  • The Applications Specialist (Stephanie Jakus) will be running monthly reports to record these items and follow up for further training.

• The new tag: Training Opportunity

• The new tag will be added to any applicable ticket for the following applications (at this time):

• BIM 360 (including BIM 360 Docs, BIM 360 Field, BIM 360 Glue, and BIM 360 mobile apps)
• CMiC / CMiC Mobile Field
• ExakTime Connect / ExakTime Mobile
• Labor Quantity App
• Power BI / Power BI Mobile
• Workday