You can edit most of a ticket’s properties right from its detailed view.
To access options to edit the subject line, description and requester details of the ticket, click on the Edit icon in the
top-right corner of the ticket screen.
You can directly edit the ticket fields from the Properties section at the bottom right corner. Edit the field values and click update.
If you need a hard copy of a ticket, Freshservice lets you print it out. To do that, click on the
More button in the top-right corner and click Print. This displays a print preview.
Resolving and Closing Tickets
Your primary objective is to resolve the issue and restore normal service operation as soon as
When you do that, you can change the ticket’s status to resolved from the Ticket Properties
If you’d like to add a note summarizing the ticket resolution, you can mark the ticket as resolved
while saving the note. Click on the arrow next to the Add Private/Public Note button and click
on Add and set as resolved.
When you set a ticket as resolved, an email notification with the customer satisfaction survey will be sent to the requester where he/she can rate your support.
If they do not respond to the mail, the ticket gets closed automatically after 48 hours. You can
close it manually at any time by clicking on the Close button at the top.
Linking Tickets to Problems and Changes
Simply put, a “problem” is a cause of one or more incidents.
Let’s say, many similar incidents get reported, and after troubleshooting, you discover that they were caused by a larger underlying problem. Check to see if the problem has been documented in Freshservice under the Problems tab. If not, create one, and link all the tickets to it. Doing this helps the team prioritize and manage the problem better.
To create a new problem for an incident,
Click on the Associate dropdown at the top and select New Problem or Existing Problem based on your preference.
If you choose Existing Problem, you’ll be shown a list of available problems in your service desk. You can choose the problem you would like to link the ticket and click on Link.
If you select New Problem, fill the form to create the problem and click on Link.
When a problem is documented, root cause analysis is done for it. This often results in the
problem management team suggesting a “change” that is required to resolve the problem
(thereby preventing more incidents from being caused by it).
Linking all associated incidents to a change helps manage the change better. And doing this is
pretty similar to linking incidents to problems.
To link a change to a ticket, click on the Associate dropdown and choose from one of the following options:
After creating a new change, or selecting an existing change, click on Link.