Getting in IT requests and issues 4

• Setting up your support email address
• Configuring feedback options
• Customizing Ticket Fields
• Logging walk-in requests

Viewing incidents and service requests 6

• Checking recent helpdesk activity
• Filtering tickets using Views
• Monitoring important tickets by becoming a "Watcher"
• Merging two or more tickets together
• Viewing and accessing information about tickets

See all 6 articles

Responding to tickets 5

• Replying to tickets
• Forwarding tickets to a third party
• Using canned responses in ticket replies
• Creating an SPF record to ensure proper email delivery
• Smart Article Suggester

Sharing work in progress on a ticket 4

• Private notes for internal sharing
• Non-invasive updates with public notes
• Providing public ticket links for easy access
• Collaboration with fellow agents using Team Huddle

Ticket Properties and Actions 3

• Managing Ticket Properties
• Understanding Ticket Statuses
• Viewing Ticket activity history

Incident Management 2

• Adding an existing solution as a response to a ticket
• Linking incidents to existing or new problems

Working with Parent and Child Incidents 1

• Adding Child Tickets to Incidents in Freshservice

Prioritizing Tickets 1

• Priority Matrix

Setting up Customer Satisfaction Surveys 1

• Creating and sending the Satisfaction Survey