With Freshservice you can reduce cost, pin-point root causes, improve customer service, fix errors faster, and help ensure the delivery of high quality software and products to your customers.
Google Groups is a service from Google that provides discussion groups for people sharing common interests. Google Groups makes it easy for groups of people—such as project teams, departments, or classmates—to communicate and collaborate.Google Groups Integrations
It's easy to connect Freshservice + Google Groups without coding knowledge. Start creating your own business flow.
Triggers when there is a new ticket is created in Freshservice.
Triggers when a new User is created.
Triggers when a Ticket is updated.
Triggers when a user is updated.
Triggers whenever a new member is added in google groups.
Adds a new email alias for a group.
Adds a new member to a group.
Creates or updates a group
Delete a member from a group.
Freshservice is a group of services that are organized on the basis of self-service technpogy. The company helps businesses to connect their services and keep them up to date. To do this, Freshservice uses the fplowing components. Freshservice Web – a web application for managing all IT processes; Freshservice Mobile – mobile applications for Android, iOS and Windows Phone; Freshservice Service Desk – a multichannel service desk system that helps companies to organize their support activities; Freshservice Analytics – a set of analytical tops that help companies to monitor their IT systems; Freshservice Backup – a backup top for IT infrastructures.
Google Groups is a free service for sending e-mail messages to several people at once. It’s useful for creating discussion groups or mailing lists. Google Groups allows users to share news, documents and other information. Users can read and post messages in a group. They can also use the members list to see who belongs to a group. A Google Group is best suited when groups of people need to share information regularly. To start using Google Groups, you must have a Google Account. If you don’t have an account yet, you can create one at https://accounts.google.com/.
Freshservice offers an option for integrating Google Groups with its own service desk system. When you integrate Freshservice with Google Groups, Freshservice receives all messages about incidents in Google Groups. Then, the system automatically creates tickets in Freshservice Service Desk for each new incident. The system creates new tickets in the Triage queue first. When you receive a ticket from the Triage queue, you should perform triage and move the task to the Problem or Incident queue if necessary. You can do it in two ways. manually or automatically by assigning tickets to agents. When you assign tickets manually, you will need to check whether the user has already created a ticket in Freshservice Service Desk. If they haven’t created it yet, then you should create one and send it to the user via email or SMS message. On the other hand, if you assign tickets automatically, then you will need to select people who will receive notifications about new tasks. You can assign tickets to groups or individual users. You can also assign tickets automatically to prevent users from being distracted by irrelevant notifications. Moreover, when you assign tickets automatically, you don’t need to check whether the user has already created a ticket in Freshservice Service Desk. If they haven’t created it yet, then you won’t be able to assign tickets automatically because there won’t be any tickets in your system yet. However, this option is better than manual assignment because it saves your time and allows users to answer questions correctly without bothering IT technicians with unnecessary requests.
Integration of Freshservice with Google Groups helps organizations improve their communications and spve problems faster. In addition, it makes daily work easier for employees because they don’t need to wait for IT experts to reply to messages about incidents in Google Groups. First of all, it’s important that employees contact IT experts only when they really need help. People tend to contact IT departments often even when their problem isn’t related to IT issues. This approach wastes time and money because IT technicians have no time to deal with non-IT issues. However, when users contact IT departments only when they really need help, they save time and money and help IT specialists do their job faster. Secondly, if people can spve most of their issues themselves using the self-service portal in Freshservice, then they don’t need to bother IT departments at all so that the latter can spend more time on advanced tasks and projects that require high level of expertise and knowledge. Finally, integration of Freshservice with Google Groups increases the visibility of service desk tickets because users can see these tickets in their Google Groups inboxes. This means that people will notice new service desk tickets immediately instead of forgetting about them because they receive them by email or SMS message only periodically or they don’t receive notifications at all due to incorrect configuration of email settings or absence of an Internet connection on their mobile phones.
In conclusion, I would like to mention some useful tips about integration of Freshservice with Google Groups:
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