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.