Onboarding new employees is a critical moment for any organization. Unclear processes, scattered requests, or delays in access and equipment create frustration in the early days. With Freshservice software from Freshworks, the onboarding of new employees is processed in a simple and centralized manner, ensuring more efficient integration.
Preparing Freshservice IT management software for onboarding doesn't require complex configurations. The key is to create a clear structure, aligned with the teams involved and adapted to the company's reality.
Centralize onboarding requests in a single point within Freshservice
The first step is to ensure that all requests related to onboarding are entered into Freshservice ITSM. When requests arrive via email, chat, or informal messages, it becomes difficult to ensure deadlines and responsibilities are met.
By using the Freshservice portal as a single point of entry, the IT team and other departments gain complete visibility into what has been requested, by whom, and by when, thus enabling faster integration of the new employee into the team and its processes.
Create a specific type of request for onboarding
In Freshservice, it's recommended to create a dedicated request for onboarding new employees. This request should group all initial needs, avoiding multiple tickets for the same process.
A well-defined request allows you to gather essential information from the start, such as job title, department, start date, and location. This reduces unnecessary exchanges and speeds up preparation.
Use forms to collect relevant information
Customized forms are essential for efficient onboarding. By setting up required fields, you ensure that the team receives all the necessary information right from the initial request. This approach avoids delays caused by missing data and facilitates access planning and streamlining of equipment such as computers, for example.
Define clear workflows
Onboarding involves several teams, such as IT, human resources, and administration. In Freshservice, it's possible to structure workflows that reflect this reality, accessible to everyone involved.
By defining clear statuses for each phase of the process, everyone knows where they are in the onboarding process and what the next steps are. This improves coordination and reduces communication breakdowns.
Automate repetitive tasks
Many onboarding tasks are repeated for each new employee. Freshservice allows you to automate actions such as ticket assignment, internal notifications, or status updates. This saves the team time and ensures consistency in the process, even when the volume of onboarding increases.
Create subtasks for the teams involved
A good practice is to divide onboarding into subtasks within Freshservice. Each team is responsible for its part, such as creating accounts, delivering equipment, or configuring access. This makes the process more transparent and facilitates monitoring overall progress.
Define SLAs tailored to onboarding in Freshservice
Onboarding has specific deadlines, usually associated with the employee's start date. Defining SLAs in Freshservice helps ensure everything is ready on time. If these are properly configured, the team receives alerts before deadlines are missed, allowing them to act proactively.
To ensure visibility for the human resources team
Although the process is often managed by IT, it is important for human resources to have visibility into the status of the onboarding, of course. Thankfully, Freshservice allows you to access specific reports or views, promoting alignment between departments.
Monitor and improve the process
After implementing onboarding in Freshservice, it's essential to track metrics such as average setup time and the number of incidents in the first few days. This analysis allows you to identify bottlenecks and continuously adjust the process, improving the experience for new employees over time.
More organized and predictable onboarding with Freshservice
Preparing Freshservice for new employee onboarding allows you to transform a frequently chaotic process into a structured and efficient experience. With centralized requests and some simple automations, teams can ensure that each new employee starts with the right conditions and fully integrates into the team.
By using Freshservice as the basis for onboarding, the company gains control through organization and better collaboration between teams from day one. To clarify any questions or request your free demonstration, please contact us using the form below.
