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    Solution home Support Guide: IT Service Management

    Ticket Actions

    Performing actions on tickets using Email Commands
    Email Commands in Freshservice lets you perform activities on a ticket directly from your email inbox, without having to login to your service desk. You ...
    Wed, 7 Dec, 2022 at 6:39 PM
    Creating Satisfaction Surveys for Your IT Service Desk
    The fundamental question is, what do satisfaction surveys measure? It is as simple as understanding how happy your customers are with the product o...
    Thu, 27 Jun, 2024 at 7:38 PM
    Monitoring important tickets by becoming a "Watcher"
    Sometimes, you might want to keep your eye on a special ticket and follow its progress, even if it is assigned to a different agent in your team. As the man...
    Wed, 19 Oct, 2022 at 10:50 PM
    Linking Incidents to Existing or New Changes
    If the group attempts to resolve the incident and determines that a change is required they could log an RFC and link it to the incident. A new or existing ...
    Wed, 19 Oct, 2022 at 11:10 PM
    Enabling Ticket Closure Rules for Incidents and Service Requests
    Closure Rules Incomplete resolution or closure of tickets is every service desk’s horror. When tickets are closed/resolved without their subtasks or child ...
    Tue, 4 Jun, 2024 at 2:36 PM
    Share Ticket with Requesters
    For details on sharing tickets with agents, click here.   Requesters can share service requests and tickets with their subordinates. Once shared, they wil...
    Thu, 16 May, 2024 at 2:27 PM
    Ticket Archival
    Beginning May 2024, Freshservice will implement a new archival functionality for closed, inactive tickets to enhance service delivery speed and efficiency, ...
    Thu, 18 Jul, 2024 at 12:49 PM
    Emails not converted to tickets in Freshservice
    There are a few steps that need to be checked for this issue: If the issue is for all emails coming to your support email address, check if the forwardin...
    Wed, 11 Jun, 2025 at 3:05 PM
    Exporting tickets
    With Freshservice, exporting tickets from your service desk is a breeze, allowing you to extract valuable data and insights for analysis, reporting, or seam...
    Thu, 22 Jun, 2023 at 5:38 PM
    Discontinuation of Team Huddle
    The Team Huddle feature that helps agents collaborate with other agents inside the Tickets module will be discontinued Apr 1, 2024.  For HIPAA-enabled acco...
    Tue, 19 Nov, 2024 at 5:00 PM
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