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    Getting Started with Tickets

    Increase Agent Productivity with Real-Time Custom Dashboards
    Have you had agents spend most of their time planning their work before executing it? Does it feel like there’s always so much data, that you lose track of ...
    Wed, 16 Nov, 2022 at 12:13 PM
    Viewing and accessing information about tickets
    The Freshservice Ticket View page lets you access a whole lot of information and work on any single ticket in your service desk. It provides a collection of...
    Mon, 17 Oct, 2022 at 2:18 PM
    Creating common reply templates with Canned Responses
    Note: We've updated our pricing and packaging. This feature is available on Blossom, Garden, Estate & Forest plans for customers who signed up befo...
    Fri, 2 Jul, 2021 at 8:39 PM
    Managing Ticket Properties
    Even as you are working on a ticket, you might want to change its status, re-categorize it, assign it to someone else in your team, and generally update its...
    Mon, 17 Oct, 2022 at 1:59 PM
    Understanding Custom Ticket Statuses
    In most help desks, a ticket can be in one of four statuses:  Open, Pending, Resolved or Closed. When a ticket requires any action from you or your agents, ...
    Thu, 1 Dec, 2022 at 11:43 AM
    Using dynamic placeholders in your Canned Responses
    Placeholders in Freshservice are a great way to add dynamic content and personalize your automated emails. An email that refers to the customer by name, ...
    Thu, 12 Mar, 2020 at 3:04 PM
    Logging walk-in requests
    Often, users tend to walk over to a technician and tell them that they need help with something. This is an informal request and has to be logged into your ...
    Mon, 17 Oct, 2022 at 1:12 PM
    Private notes for internal sharing
    When you get off a call with a requester who is reporting an issue, you would want to add your progress and comments on the original ticket for reference. S...
    Mon, 17 Oct, 2022 at 1:24 PM
    Inserting the right kBase article into your tickets using Suggested Solutions
    Note: We've updated our pricing and packaging. This feature is available on Blossom, Garden, Estate & Forest plans for customers who signed up befo...
    Tue, 17 Nov, 2020 at 11:05 AM
    Filtering tickets using Views
    You can filter out tickets based on properties and view a list of tickets or in a kanban board that you want to get working on next. The default filters in...
    Fri, 21 Oct, 2022 at 7:53 PM
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