When you open a ticket in Freshdesk, you’re presented with the Ticket Details View, which comprises several information segments. These segments are:

  1. Action bar
  2. Ticket body
  3. Properties widget
  4. Contact Details widget
  5. Apps pane

This article contains:

Action bar

This toolbar contains common actions taken on tickets. From left to right, the action bar contains:

  1. Watch button: Receive email notifications when a ticket is updated.
  2. Reply button: Add a response to the ticket.
  3. Add note button: Add a public or private note to the ticket.
  4. Forward button: Send the ticket to a third party.
  5. Close button: Change the ticket status to Closed.
  6. Merge button: Merge two or more tickets into one.
  7. Delete button: Delete an obsolete ticket.
  8. More actions (Hamburger menu): Contains additional ticket actions.

See How to Process a Ticket for detailed help.

Ticket Body

This segment shows the messages and notes added to the ticket. Based on your admin settings, the content might be in chronological or reverse chronological order by default.

(Growth plan onwards) To set the default order for agents:

  1. As an admin, go to Admin | Account | Helpdesk settings.
  2. Change the Sort Conversations setting from the dropdown and click Save.
    • Choose "Show newest on top" to see the latest conversations first.
    • Choose "Show oldest on top" to start with the original customer request.

Agents may change this setting for themselves:

  1. As an agent, click on your profile in the top right corner and select Profile settings.
  2. On the right, change the Sort Conversations setting from the dropdown and click Save.

Properties Widget

This segment is to the right of the Ticket Body and contains a list of fields associated with the ticket.

At the top of the segment, the ticket’s status and due dates are displayed. The due dates are calculated based on the ticket priority and the SLA rules defined by your organization.

If the ticket is waiting for an agent resolution, you may manually change the due date by clicking Edit and selecting one of the options from the popup.

Below the status and due date are the various ticket properties set by your organization. You may add Tags, change the Status and Priority, assign an Agent or Group, or modify any other properties. Remember to click Update to save your changes.

Understand ticket statuses

A ticket has 1 of 4 default statuses:

  1. Open: The ticket requires an action by an agent or admin. New tickets are marked Open by default. Any time a customer responds to a ticket, it is automatically moved back to Open status.
  2. Pending: The ticket is “paused” while the agent gathers additional information. This is useful to halt your SLA timers.
  3. Resolved: The ticket is completed according to the agent, i.e. a solution has been provided.
  4. Closed: The ticket is completed according to the customer i.e. a solution has been accepted.

Additionally, your organization can add custom ticket statuses using Ticket Fields and set visibility rules based on those statuses. Any statuses created are global to the organization. A ticket may only have 1 status at a time.

Warning: If you attempt to resolve or close a ticket without providing any required fields, an error message will ask you to update those fields.

Contact Details Widget

The right-most segment contains a profile of the original requester, along with their recent tickets.

The widget contains:

  • Default fields: The requester’s Full Name, Title, and Company are displayed if available.
  • Contact info: The requester's Email and Phone number are displayed if available.
  • The View more info link leads to a detailed view of the requester contact.
  • The Timeline shows recent tickets by the requester, which is useful to understand the requester’s journey through the product.

If an agent has permission to edit contact information, they can do so via the Edit link, which opens a panel with the contact details.

Empty fields are not displayed in the widget but are in the Edit panel.

Warning: Agents cannot edit the requester’s email address from the Edit panel. They can do so from the Contacts page instead.

Admins can customize the Contact Details widget to surface the most relevant information to agents.

  1. Go to Admin | Support Operations | Customer Fields and click Customize requester widget.
  2. Choose up to 15 fields to display and click Save.
    • The 3 default fields cannot be removed or rearranged.
    • Click the sign to add a new field and choose from the list displayed.
    • Drag and drop the grid icon on the left of fields to rearrange them.
    • Click the ⛔︎ sign to remove a field.

Apps Pane

Under the Contact Details widget is the Apps Pane, which contains individual widgets for every app added to your Freshdesk account. See Freshdesk Integrations to explore apps.

The To-Do widget

The To-Do widget is a default app added to your account. 

For complicated tickets, you may need to perform many smaller tasks, such as reproducing an error, downloading logs, or collating information from multiple sources. You can easily list such tasks in the To-Do widget.

  1. To add a task to the widget, type it in and press Enter.
  2. Once the task is added to the ticket, it is viewable by anyone with access to the ticket. The task also appears on your Dashboard, which is only viewable to you.
  3. Hover over the task to see the Edit and Delete buttons for it.
  4. To receive an alert for a particular task, click the Set Reminder option, choose a date and time, and click Save.
    • You must enable Desktop notifications for Freshdesk to receive the alert.
    • You'll also receive a consolidated email from FreshDesk for items due on a particular day.
  5. To mark an item as done, click the checkbox next to it. You can uncheck done items at any time.