Getting Started with Tickets

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 ...

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...

Every service desk has a bunch of common questions that keep coming up over and over again. Agents continue reinventing the wheel for the same queries, resu...

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...

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, ...

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, ...

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 ...

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...

When your agents are trying to resolve a tough ticket, it makes sense for them to search through your knowledge base for any existing solutions that might h...

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...