Advanced Ticketing features

Would an agent with Group access be able to view Shared Ownership tickets?
When an agent has group access, he will have access to the tickets which have the internal group assigned as the agent’s group even though the ticket belongs...
Thu, 29 Jun, 2017 at 11:55 PM
Can internal group or agents be included in automation rules?
Internal groups or agents can be set in the Conditions and Actions in automation rules that run on ticket creation or ticket updates.
Tue, 20 Aug, 2019 at 4:27 PM
Is it possible to trigger an action using the Ticket Update automation if the Internal group is changed?
Within the Ticket Update automation rule, the Internal group can be included in the Conditions and Actions sections, but it is not possible to trigger an Ev...
Tue, 27 Jun, 2023 at 12:00 PM
How do I enable the Linked Ticket feature on my account?
To enable Linked Tickets, Go to Admin>Support operation>Advanced ticketing> toggle on Linked tickets
Thu, 20 Apr, 2023 at 3:43 PM
Can I use a template to create a new ticket?
We understand that you might want to create tickets on-the-go. Freshdesk allows you to create templates from Admin  > Agent Productivity > Ticket Temp...
Sat, 26 Jun, 2021 at 1:27 AM
Can a linked ticket be merged with another ticket?
Yes, you can merge tickets to a ticket linked to a tracker.
Thu, 20 Apr, 2023 at 4:14 PM
Why am I not able to link tickets to a tracker?
A ticket cannot be linked to a tracker when any of the following is true : When the mandatory or required ticket fields are not filled in for a ticket, th...
Wed, 19 Feb, 2020 at 12:07 PM