Responding 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...
Fri, 26 May, 2023 at 4:11 PM
Sometimes you might need to involve a third-party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email add...
Mon, 22 Jun, 2020 at 11:25 AM
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 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
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