Responding to a ticket
Use the Reply button to respond to your customer queries. You can use the various options in the Reply text editor: Format your text using options such a...
Thu, 7 Mar, 2024 at 10:09 PM
You can forward tickets to any third-party vendors or external users. For example, you can forward the ticket to your Inventory Partner or the Development ...
Tue, 27 Feb, 2024 at 12:51 PM
In addition to the default location of tickets on your helpdesk, Freshservice also supports public ticket URLs that can be accessed by anyone. They make an ...
Thu, 3 Jan, 2019 at 2:40 PM
Other than the canned responses created by the admins, agents can create their own personal canned responses depending on their role and the type of ticket...
Fri, 18 Jun, 2021 at 1:56 AM
Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. You can make your pre-formatted replies even more perso...
Fri, 1 Mar, 2019 at 4:53 PM
Agents can create their own Scenarios, apart from using the ones created by Admins. This way, based on the kind of tickets agents work with, they can creat...
Thu, 14 Mar, 2024 at 3:19 PM
With quick actions, you can easily insert canned responses and solution articles using the keyboard when responding to customers. When you respond to a tick...
Tue, 9 Oct, 2018 at 4:07 PM
Freshdesk lets you annotate images that are sent as ticket attachments and used in a knowledge base article. By annotating an image, you can highlight speci...
Wed, 10 Jun, 2020 at 12:48 PM
When your customers create a ticket in your support portal or using the help widget, they probably would have gone through your solution articles already...
Tue, 31 Mar, 2020 at 5:45 PM
When a conversation in the ticket extends to more than a couple of interactions, support agents often collect all the necessary information about the scenar...
Tue, 11 Apr, 2023 at 3:43 PM