Ticket Resolution

The Ticket Resolution section explains how agents in Freshservice for Business Teams can efficiently manage, update, and close employee requests. Learn how to modify ticket properties, respond to employees, assign tickets, and automate resolution tasks using workflows, SLAs, and business rules.

Use the following resources to explore each capability in detail.

Managing Ticket Properties

• Managing Ticket Properties

• Using Email Commands to Update Ticket Properties

• Why am I unable to update the ticket properties in Freshservice?

• Manage Ticket Fields with Field Manager

Closing and Responding to Tickets

• Replying to tickets

• How customer replies get appended to the original ticket

• Creating common reply templates with canned responses

• Performing actions on tickets using email commands

• How to close a ticket without sending an email notification to the requester?

• Enabling ticket closure rules for incidents and service requests

• Manage Reopening of Resolved/Closed Tickets With Thank You Detector

• Notify parent ticket when a child ticket is closed

Agent Assignment and Workflows

• Managing agent groups

• Viewing and updating tickets

• Viewing tickets assigned to you

• Assigning all incoming tickets to a specific agent

• Auto-assigning tickets to agents using round robin

Service Level Agreements (SLAs)

• Understanding due-by times and SLA policies

• Ticket basics

• Defining your default SLA policy

• Creating multiple SLA policies for departments and groups

Workflows and Automation

• Workflow Automator overview

Business Rules

• Fix for business rule validation in service items

• Business rules use cases

• Creating no-code dynamic forms with business rules

Business Hours

• How to configure business hours

• What are business hours and calendar hours

• Configuring multiple business hours