Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan.

The Ticketing section in Freshservice for Business Teams explains how employees can reach your team and how admins can configure each intake channel. You can set up email, portals, chat, and phone channels, or even integrate with third-party apps, to automatically convert requests into tickets.

Use the following links as quick resources to explore key capabilities. These are selected resources from the broader Freshservice help documentation and not the full library of content. 

Email

Set up and manage your support email inbox to receive and respond to employee tickets directly from email.

• Setting up your support email inbox

Support Portal and Service Catalog

Learn how to request services, configure catalog items, and tailor the service catalog for specific user groups.

• Requesting a service from the service catalog (End User Guide)

• Configuring the service catalog

• How to Customize the Service Catalog based on User Groups

Tickets and Actions

Understand how to create tickets, add child tickets, design dynamic forms, and configure ticket fields effectively.

• Raising a Ticket and other Actions

• Adding child tickets to a ticket in Freshservice

• Using Dynamic Sections in Ticket Forms

• Setting up form fields for tickets

ServiceBot (Microsoft Teams & Slack)

Integrate the ServiceBot with Microsoft Teams or Slack to enable support actions directly from chat platforms.

• Integrating ServiceBot with Microsoft Teams

• Setting up ServiceBot for Slack

• Service Bot for Microsoft Teams and Slack

Feedback Widget

Set up pop-up and embedded feedback widgets to collect user feedback.

• Using the Feedback Widget

Freshchat Integration

Enhance employee experience with Freshchat–learn setup steps, user flows, and how to retrieve the App ID and token.

• Upgrade Employee Experience with Freshchat Integration

• User Experience in Freshchat Integration

• How to get Freshchat App ID and Token

Freshcaller (Phone) Integrations

Add Freshcaller as a phone channel to handle voice-based requests and support conversations.

• Add a Phone Channel with Freshcaller

Marketplace App Integrations

Discover marketplace apps that can automatically create tickets and extend your service desk capabilities.

• Marketplace Apps That Can Create Tickets
  Note: This link points to common Freshservice documentation. Some articles may not apply to your current plan.