Responding to a ticket

Replying to a ticket
With Freshdesk, you can compose and send customers your rich-text replies by clicking Reply in the ticket. This, depending on the source of the ticket, pul...
Mon, 31 Jul, 2023 at 3:48 PM
Forwarding tickets to a third party
Freshdesk allows you to forward tickets to any third-party vendors or external users who do not have a profile within Freshdesk. For example, you can forwa...
Mon, 13 Nov, 2023 at 12:09 PM
Providing public ticket links for easy access
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
Personal Canned Responses for Agents
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
Using Canned Responses in ticket replies
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
Personal Scenarios for Agents
Agents can create their own Scenarios, apart from being able to use the ones created by Admins. This way, based on the kind of tickets agents work with,...
Tue, 1 Mar, 2022 at 4:44 PM
Quick actions in ticket reply
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
Annotating Images in Freshdesk
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
Know your customer journey
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
Give your team more context with the Summary feature
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