Setting up incident Management 5

• Setting up your support email address
• Customizing Ticket Fields
• Priority Matrix
• Configuring feedback options
• Creating an SPF record

SLA Policies 6

• Understanding Due By times and SLA policies
• Defining your Default SLA policy
• Creating multiple SLA policies for specific departments and groups
• Setting Default Business Hours
• Configuring Multiple Business Hours in Freshservice

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Getting Started with Tickets 7

• Increase Agent Productivity with Real-Time Custom Dashboards
• Understanding Custom Ticket Statuses
• Logging walk-in requests
• Filtering tickets using Views
• Merging two or more tickets together

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Handling Individual Tickets 6

• Viewing and accessing information about tickets
• Managing Ticket Properties
• Private notes for internal sharing
• Non-invasive updates with public notes
• Detecting Agent Collision in Tickets

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Ticket Actions 6

• Linking incidents to existing or new problems
• Collaboration with fellow agents using Team Huddle
• Monitoring important tickets by becoming a "Watcher"
• Automatically Categorize Tickets with Field Suggester
• Linking Incidents to Existing or New Changes

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Linking your Tickets 3

• Adding an existing solution as a response to a ticket
• Adding Child Tickets to Incidents in Freshservice
• Viewing Ticket activity history

Responding to tickets 5

• Replying to tickets
• Using canned responses in ticket replies
• Smart Article Suggester
• Forwarding tickets to a third party
• Creating Customer Satisfaction Surveys for Your IT Service Desk