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Freshdesk Agent Guide
Understanding the Dashboard
1
Checking recent helpdesk activity
Viewing tickets
6
Working with the Ticket List View
Monitoring important tickets by becoming a Watcher
Merging two or more tickets together
Customized Table View
Sorting ticket conversations with Freshdesk
View all 6
Scenarios
2
Creating Scenarios
Using and verifying a scenario
Ticket properties and actions
8
Managing Ticket Properties
Driving additional context with Requester Info
Understanding Ticket Statuses
Using To-Do Lists
Viewing Ticket Activity History
View all 8
Responding to a ticket
11
Replying to a ticket
Forwarding tickets to a third party
Providing public ticket links for easy access
Personal Canned Responses for Agents
Using Canned Responses in ticket replies
View all 11
Sharing work in progress on a ticket
3
Private notes for internal sharing
Non-invasive updates with public notes
Providing public ticket links for easy access
Prevention of multiple and/or uninformed replies
2
Agent collision detection
Traffic cop and auto refresh
Team Huddle
1
Using Team Huddle
Time-tracking on a ticket
2
Keeping track of time spent
Using average handling time for time tracking
Freshconnect Integration
3
Using the Freshdesk + Freshconnect integration
The Freshdesk + Freshconnect integration FAQ
Freshdesk + Freshconnect - Migration FAQ