Support Guide: Introduction to Tickets

Some customers like to be on top of every stage that their ticket passes through. But sending out email notifications for every status update could be quit...

When a ticket gets assigned to you, one of the first things you would want to do is send a response. Freshservice lets you send rich text replies to request...

There may be times when you might want to follow the progress on a ticket, even if it’s assigned to another agent in your team. In Freshservice, you can ‘w...

Let’s say an issue gets reported multiple times, by members of the same team. Or a requester raises a new ticket instead of following up on an existing one ...

Scenario Automations let you carry out a bunch of pre-set updates to a ticket with a single click. It is especially helpful in case of recurring scenarios w...

Freshservice lets you add time entries to track the time spent on tickets by each agent (handling specific tasks). This helps you get an idea of the overall...

You can edit most of a ticket’s properties right from its detailed view.  To access options to edit the subject line, description and requester details ...

Email Commands in Freshservice offer a way to perform activities on a ticket right from your inbox, by simply adding a one line command while responding to ...

Freshservice lets you add and link Child Tickets to Service Requests. This helps to establish a relationship between requests, easily map and track multiple...