The support mailbox to which the requester sends an email would need to be added to Freshservice. Once this is done, email to ticket conversion can be set up in one of the two ways mentioned below.
Default Forwarding rule:
A forwarding rule would be set up at the support mailbox to forward emails to the Forwarded To address provided by Freshservice. Emails sent to your helpdesk would be automatically forwarded to this address and created as tickets on your portal.
Setting up your Support Email
Custom Mail Server:
In this instance, you would be using your own mail server for your support mailbox. Incoming emails would be fetched by Freshservice from the mailbox using IMAP connections and created as tickets on the portal.
Setting up a custom mailbox in Freshservice
A note is a comment that is added to the ticket by the agent. An agent can choose to add either a public note or a private note to a ticket. The public notes will be visible to the requester when they’re viewing the ticket on the portal, whereas private notes would be visible only to agents who have access to the ticket.
A reply is an email communication that is sent out to the requester’s mail address. The replies sent by agents would be visible on the portal for the requester and also be sent directly to the mailbox of the requester.
The maximum size limit for an attachment is 25 MB, for larger attachments you can make use of our integration with Google Drive or Dropbox.
Yes, you would be able to choose multiple files when sending a reply to the requester. However, the total size of all the attachments shouldn’t exceed 25 MB.
You can add attachments which are larger than 25 MB by integrating with Google Drive or Dropbox.
If you need any assistance on the integrations, please reach out to our support team at support@freshservice.com for further assistance
You can add the footer into your replies by navigating to Admin-->Email Notifications and editing the “Agent Reply Template”. The content added in this reply template would be added by default to all the agent replies that are triggered from the helpdesk.
When we close a ticket, if you try closing the ticket by using the Keyboard shortcut (Alt+~) or you can press Shift and click on the close button on the ticket to skip Closure email notifications.
We would not be able to automatically forward a ticket to an non-agent whenever a new ticket is created, however we would be able to use the CC option available in workflow automator, you can configure a rule which adds the non agent as CC onto the ticket, which in turn would trigger a notification to the non-agent. Also, agents can forward the ticket manually to another user in the system.
Yes, in situations where a particular ticket requires the attention of multiple agents, the ‘Add watcher’ option can be used. When an agent is added as a watcher on a ticket they will receive notifications whenever there is an activity on the ticket.
The Agent collision feature on the ticket view page displays information about other agents who are currently viewing the same ticket. You can check this from the eye icon on top of the ticket just below the ticket ID information.
The Agent collision feature on the ticket view page displays information about other agents who are currently viewing and replying to the same ticket. You can check this from the eye icon/pencil icon on top of the ticket just below the ticket ID information. The name of these agents would be listed as ‘Currently replying’ on the ticket.
By default we don’t allow the requesters to set the priority for the ticket. However, if you need to provide them with this option, you can navigate to Admin-->Form Fields-->Ticket Fields and click on the Priority field, here you can choose to provide the requester the option to edit the priority and they should be able to change the priority for the ticket.
Closed tickets would still be present on the portal. Customers can click on “Your Tickets” and in the ticket list page, select the ‘Resolved or Closed’ view to easily access your closed tickets.
Yes, we do not require the user to be logged in to download attachments from the public ticket URL, provided the option to access public URLs is not enabled for logged in users only. This can be checked from Admin-->Helpdesk Security.
Yes, if you are looking to retrieve and display the other requester information on the ticket view page, we have an app for the same in our marketplace and that should help you on the same. Please find the link for the app here: https://www.freshworks.com/apps/freshservice/detailr
Yes, desktop notifications in Freshservice are by default accompanied by an audio alert. This can be muted in the notification preferences tab. You can click on the bell icon on your helpdesk to view the notification preferences.
Yes, recurring tickets can be setup from Admin-->Scheduler.
Ticket numbers appear in the subject of email notifications because of the inclusion of ticket ID placeholder in the notifications. In order to remove this, please navigate to Admin -> Email notifications, modify the "Subject" of the email notification by removing the placeholder for "Ticket ID" - {{ticket.id}}.
In order to log the time spent on a ticket, please navigate to the ticket details page of the ticket for which you would want to track time.
Click on an individual ticket to open it.
On the right pane, you can see the Time Tracked section.
You can click on Start Timer to start the clock and then click on the Stop Timer link to stop it.
You can click on Edit to manually edit a time entry.
You can delete the time entry by clicking Delete.
To add a new entry, click on Add Time.
In the pop-up that appears, you can enter the Agent name and the time you wish to log. You can choose whether the hours logged are billable to the client or not, by checking Billable.
You can also add a note on the time entry for future reference.
We would not be able to stop the time tracker by default. However, we would be able to install an app called "Auto Start Timer - Freshservice" which would help you in configuring the timer based on ticket status.
The timers are based on the Helpdesk time zone that can be configured according to your timezone. Please navigate to Admin -> General settings -> click on Helpdesk to change the timezone for your helpdesk.
