Here are some common questions related to managing tickets in Freshservice.

Q: Why are SLAs important?

A: Service Level Agreements (SLAs) are important because they set expectations with customers (requestors). For requestors, SLAs reduce the chance of disappointment since they have an estimate of the resolution time. For agents working on the requests, SLAs help them stay on track and improve their resolution and response times.

Q: Which fields can SLAs be applied to?

A: You can choose when a particular SLA policy has to be enforced based on any ticket fields except paragraph and content fields.

Q: In which plan can you add multiple SLAs?

A: Multiple SLA policies can be added to Growth, Pro, and Enterprise plans.

Q: Will the automation rules run based on business hours or calendar hours?

A: Automation rules can be configured to run on business or calendar hours.

Q: Can you add an extra value for the Ticket Source field?

A: Yes. Please navigate to Admin -> Field manager -> Ticket fields -> Source -> Add item. Make sure the new source is enabled to have it displayed in tickets.

Q: Will adding someone in the CC section make them a requester?

A: No, it doesn't.

Q: If an agent has group access and he raises a ticket to another group, how will he view the ticket?

A: An agent can always view the tickets they raised. So, the agent can view the ticket they raised to the other group but cannot see other tickets in that group.

Q: Where will you configure Escalation emails?

  • A: Escalation emails can be configured in the SLA policies. To do this,
    Navigate to Admin> Service Management > Service Desk Settings > SLA and OLA Policies
  • You can either create a new SLA Policy or edit an existing one for tickets and tasks. 
  • Add the escalation rule and hierarchy under ‘What happens when the due date approaches / this SLA is violated?’. 
  • Here you can mention the time of escalation and to whom the escalation mail has to be sent. 

You can also add multiple levels of escalation in case the issue stays unresolved.