Employees often need to request various types of documents, such as salary certificates, proof of employment, or other types of documents, for various reasons such as loan applications, rental applications, visa applications, etc. Freshservice allows you to automate the document generation process by allowing you to define customizable document templates and associate them with a service catalog item for easy document requests. 

Freshservice offers a self-service document request feature that makes it easy for users to request documents. In this blog post, we will walk you through how to set up and use self-service document requests in Freshservice.

To set up self-service document requests in Freshservice, you will need to:

  1. Create a document template by uploading a .docx file with placeholders into a workspace. E.g. Proof of Employment form
  2. Create a service request that users can access to request a document that can be supplied for this proof of employment. This can include fields that might need to be input from the requestor’s side such as Bank Name.
  3. Map the placeholders on the document to fields from Freshservice and publish.

Once you have set up self-service document requests, users can request documents by going to the Freshservice portal and selecting the appropriate request offering. Once a document request is submitted, it will be sent for fulfillment. The assigned team can then view the request in Freshservice and fulfill it by clicking on the ‘Generate Document’ button.

Benefits of Self-service Document Requests:

There are many benefits to using self-service document requests in Freshservice, including:

  • Saves time: Self-service document requests can save your IT team time by eliminating the need to respond to tickets for simple document requests.
  • Improves efficiency: Self-service document requests can improve the efficiency of your IT service desk by allowing users to get the documents they need quickly and easily.
  • Improves customer satisfaction: Self-service document requests can improve customer satisfaction by providing users with a convenient way to get the documents they need.

Self-service document requests are a valuable tool that can help you improve the efficiency of your IT service desk and improve customer satisfaction. If you’re not already using self-service document requests in Freshservice, I encourage you to give it a try. It’s a simple and effective way to help your users get the documents they need.

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