Tickets

Freshservice lets you perform repetitive tasks quickly by using keyboard shortcuts. These shortcuts can be used to navigate your way around your service des...

The below mentioned shortcuts will come handy when you’re inside the Tickets module in Freshservice.  Keys Function  Up or k Down or j Move cursor to ...

You can think of a ticket as a case-sheet that contains the entire history of an issue- right from the minute it was reported to the time it gets closed. ...

The Tickets tab allows you to filter data based on various parameters. Inside the Tickets module, you can see the right sidebar filled with options to filte...

Apart from creating and filtering tickets, you can also update various parameters of a ticket. You can also select multiple tickets and update information i...

Once the ticket is created, it shows up in the tickets tab as ‘Unassigned’. It needs to be assigned to an agent from the right team, so that they can start ...

If you have tasks assigned to you, filter those tasks by adding the filter Agent - Me.  You can also click on My Open and Pending Tickets or My Unresolved ...

You can think of a task as a child ticket. Let’s say you receive a ticket that requires an agent from another team to fix some things before you can actuall...

Most issues that customers raise tickets for pertaining to a specific device. And if you can add information about the device within the ticket, that makes ...

It’s a good practice to add details about the troubleshooting you performed in the ticket. You can maintain logs of the progress made by adding private note...