Ticket properties and actions
Sometimes, you may want to change a ticket's status, re-categorize it, assign it to someone else, or generally update its properties - all while workin...
Tue, 11 Apr, 2023 at 10:18 AM
On occasion, agents might need to access additional information about a requester - such as their contact details or the company they belong to - while wor...
Fri, 18 Jun, 2021 at 1:58 AM
In most helpdesks, a ticket can have one of four statuses: Open, Pending, Resolved or Closed. When a ticket requires any action from you or your agents, i...
Thu, 6 Apr, 2023 at 5:05 PM
Often your agents will need to perform a series of tasks - such as reproducing an error within 24 hours, or downloading issue logs - before they can resol...
Mon, 9 Oct, 2017 at 5:35 PM
Let's say that a ticket has been assigned or reassigned to you and you want to understand what properties have changed, automatically or manually, s...
Tue, 11 Apr, 2023 at 6:28 PM
Freshdesk helps you navigate your way around your helpdesk easily by using keyboard shortcuts. These shortcuts can be used to perform repetitive tasks qu...
Mon, 10 Dec, 2018 at 11:24 AM
Sometimes, you may have to follow up with a customer and ask them if the issue they had was resolved. Other times, you might want to get more information t...
Sun, 8 Dec, 2019 at 4:15 PM
There are times when tickets come in high volume and agents need to minimize distractions and focus on being quick and efficient. For such situations, Fresh...
Thu, 7 May, 2020 at 7:07 PM