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.

Here are some articles you may find useful when managing tickets in Freshservice for Business Teams. These links serve as quick resources to explore key capabilities but are not a complete library of solution articles.

Ticketing Dashboard

The Ticketing Dashboard in Freshservice provides visibility into ticket volume, status, and performance across channels.

Use the following resources to learn how to track trends, monitor SLAs, and manage progress effectively.

• Ticket Dashboards Overview

• Dashboard widget and list view mismatch issue

Managing Ticket Properties

Managing ticket properties in Freshservice involves using key attributes to categorize, track, and resolve issues efficiently. Each ticket contains details such as requester information, type, status, priority, due by time, group assignment, attachments, and custom fields which help teams route and handle tickets accurately.

Use the following resources to learn how to update ticket attributes, apply email commands, troubleshoot edit issues, manage fields through the Field Manager, and more.

• 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

Closing and responding to tickets ensures timely resolution and clear communication with the requester.

Use the following resources to understand how agents reply to requesters, manage conversation threads, use canned responses, perform ticket actions via email commands, and close tickets, while keeping parent and 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
• Notify parent ticket when a child ticket is closed

Agent Assignment

Agent assignment ensures tickets are routed to the right agents or groups for timely action. Tickets can be assigned manually, distributed automatically through round robin, or controlled using restricted groups for confidential requests.

Use the following resources to learn how to configure and automate ticket assignment effectively.

• 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

• Use Restricted Groups to Manage Confidential and Sensitive Data

Service Level Agreements (SLAs)

Service Level Agreements (SLAs) in Freshservice are commitments that ensure tickets are resolved within a specified timeframe. They help maintain customer satisfaction by setting clear expectations for response and resolution times based on ticket priority.

Use the following resources to understand how SLAs define due by times, apply to different 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

Workflows and automation in Freshservice help streamline repetitive tasks and keep your service desk running efficiently.

Use the following resources to learn how automation tools route tickets, execute tasks automatically, and integrate orchestration to optimize operations.

• Workflow Automator overview

• Introducing Orchestration Center

• Improved workflow execution after Orchestration and web request nodes

• Orchestration FAQs

Business Rules

Business rules in Freshservice products can be used in forms to dynamically set ticket properties based on predefined conditions. They help in customizing the ticket forms to show or hide fields, set default values, and make fields mandatory or optional based on specific criteria. 

Use the following resources to learn how to create rule-based automation, resolve validation issues, and build dynamic forms using business rules without any coding, and more.

• Fix for business rule validation in service items

• Business rules use cases

• Creating no-code dynamic forms with business rules

Business Hours

Business hours in Freshservice define the working hours during which your support team is available to handle tickets. This configuration enables you to set realistic SLA targets based on your team's availability.

Use the following resources to understand how business and calendar hours impact SLA tracking and how to configure separate schedules for different teams or regions.

• Setting default business hours

• What are business hours and calendar hours

• Configuring multiple business hours