Freshdesk, by default, classifies tickets with 4 specific flags. These flags help agents quickly take notice of the ticket in question and perform necessary actions.
|Represents all new tickets created on the helpdesk|
|Represents tickets the customer has responded to|
|Represents tickets for which the first response SLA has been violated|
|Represents tickets for which the resolution SLA has been violated|
Note: These flag values are hardcoded and cannot be edited. You will not be able to filter tickets based on these flags.