Tour
Pricing
Customers
Blog
Support
+1 (866) 832-3090
+1 (866) 832-3090
+91 (44) 6667 8040
+44 (800) 808 5790
+61 2 8188 4692
Sign up for Free
Support Home
Support Home
Solutions
Forums
Login
New Support Ticket
Login
New Support Ticket
Enter your search term here...
Search
Solution home
Incident Management
Setting up incident Management
5
Setting up your support email address
Customizing Ticket Fields
Priority Matrix
Configuring feedback options
Creating an SPF record to ensure proper email delivery
SLA Policies
6
Understanding Due By times and SLA policies
Defining your default SLA policy
Creating multiple SLA policies for specific departments and groups
What are Business Hours and Calendar Hours?
Configuring Multiple Business Hours in Freshservice
See all 6 articles
Getting Started with Tickets
6
Checking recent helpdesk activity
Understanding Ticket Statuses
Logging walk-in requests
Filtering tickets using Views
Merging two or more tickets together
See all 6 articles
Handling Individual Tickets
4
Viewing and accessing information about tickets
Managing Ticket Properties
Private notes for internal sharing
Non-invasive updates with public notes
Ticket Actions
3
Linking incidents to existing or new problems
Collaboration with fellow agents using Team Huddle
Monitoring important tickets by becoming a "Watcher"
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 and sending the Satisfaction Survey
JS Bin