Ticketing Essentials for Business Teams

Disclaimer: This feature works the same way in Freshservice and Freshservice for Business Teams (FSBT). 

Some sections, screenshots, or linked articles may reference the general Freshservice product and may differ from your specific FSBT plan.

This article provides quick access to help resources that support key ticketing tasks in Freshservice for Business Teams. Use the links below to learn how to update ticket properties, respond to employees, assign tickets, and automate resolution activities using workflows, SLAs, and business rules.

Ticketing Dashboard

Provides visibility into your team’s performance in Freshservice for Business Teams. Dashboards help agents, managers, and department heads monitor ticket trends, SLA compliance, and resolution times across various channels.

• Ticket Dashboards Overview

• Dashboard widget and list view mismatch issue

Managing Ticket Properties

Provides guidance on updating ticket attributes, using email commands, troubleshooting edit issues, and managing fields through Field Manager.

• Managing Ticket Properties

• Using Email Commands to Update Ticket Properties

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

• Manage Ticket Fields with Field Manager

Closing and Responding to Tickets

Explains how agents reply to requesters, manage conversation threads, use canned responses, perform ticket actions via email commands, and close tickets with or without notifications—while keeping parent–child tickets in sync.

• 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.

• Notify parent ticket when a child ticket is closed

Agent Assignment and Workflows

Covers how tickets are assigned and managed across agents and groups, including viewing ticket queues, manually routing tickets, and using automated assignment methods such as round robin.

• 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)

Explains how SLAs define due-by times, apply to ticket types, and can be customized through default or department-specific policies to ensure timely responses and resolution.

• 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

Introduces no-code automation tools such as the Workflow Automator to streamline ticket routing, task execution, and repetitive actions across the service desk.

• Workflow Automator overview

Business Rules

Explains how to create rule-based automation, resolve validation issues, and build dynamic forms using business rules without any coding.

• Fix for business rule validation in service items

• Business rules use cases

• Creating no-code dynamic forms with business rules

Business Hours

Explains how business and calendar hours affect SLA tracking and shows how to configure one or multiple schedules for different teams or regions.

• How to configure business hours

• What are business hours and calendar hours

• Configuring multiple business hours