The Freshservice Ticket View page lets you access a whole lot of information and work on any single ticket at your service desk. It provides a collection of facts that you need before you get started, without searching for relevant details or having to go through multiple pages.

Here’s a quick glance at what the Ticket View page offers by default:

  • Details about the original ticket

  • Other tickets that are related to the original tickets

  • Replies that have been sent in response to the ticket

  • Public or private notes that are a part of the conversation

  • Status, Priority, and Due Date

  • Ticket Properties

  • Tasks that have been connected to the ticket

  • Assets associated with the ticket

  • Activity Log

  • Applications pane

  • Time Entries added to the ticket

The first thing you notice when you open up the ticket is the original ticket header that had been sent by the requester. The header will tell you the subject when it was received, what category it has been filed under, and a link to the requester’s profile page. You can then view the detailed description of what the ticket is all about under the 'Details' tab.

Below the original message, you should see any replies that have been added to the ticket in chronological order. Every reply will tell you if anybody else has been included in the conversation with a CC or a BCC. If you have added any notes to the ticket, they will also show up in your conversation thread.

On the right-hand side, you can find general service desk information about the ticket such as its status (Open, Pending, Resolved), its priority and its due date. In addition, you will also be able to see any progress on a linked problem or change and details of the requester. Below, you should be able to see a list of all the ticket properties.

Linking Incidents and Service Requests

In the Related Tickets section, you can link service requests/ incidents to a ticket or directly create a service request/ incident and link to the ticket.

Note: You can only link an SR(service request) to a SR and an INC (Incident) to an INC

In addition, you can also check out if there are any Tasks related to this ticket. You can also associate assets to the ticket. To see an entire set of changes and actions performed on the ticket, you can click the Activities tab.