FreshService Automation & Journeys Setup
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Frontier is not the employer and does not collect applications.
About this role
PHP, Project Management, Software Architecture, CRM · I am ready to complete our FreshService deployment and need an expert who can own the full implementation across departments. The system is installed with basic access, but we need help getting it in a useable and beneficial form. The prime objective is to automate our service management so every request, incident, problem, and change moves effortlessly through the platform without manual chasing.
Our setup will serve several teams—IT, HR, Facilities, Billing, Operations, and any other group that will raise or fulfil tickets. I want “Journeys” configured so a single request can hop between departments while maintaining end-to-end visibility.
Key capabilities I must see working:
• Ticket escalation paths that respect SLAs yet remain flexible for special cases • Shared, reusable workflows that minimise duplication and keep reporting consistent • Smooth inter-departmental communication tools (approvals, notes, task hand-offs) embedded in each ticket’s lifecycle
You will map our existing processes, incorporate those into the FreshService workspace, integrate email and portal channels, migrate any necessary data, test thoroughly, and train my leads on best practice maintenance