Ticketing Workflow

How do I create a custom ticket view?
You can create a view from the Tickets tab, where you have to filter out the fields that is required and at the top of the page you would see the Save as op...
Fri, 14 Dec, 2018 at 3:22 PM
How do I specify time range for export?
After filtering the tickets that you need to export from the Tickets List view page, you would be able to click on the Export icon at the top of the page. I...
Wed, 19 Dec, 2018 at 3:30 PM
Where is the option to forward a ticket ?
The Forward option for a ticket will be inside the Ticket details page as shown below:
Fri, 14 Dec, 2018 at 3:24 PM
What is the size limit for attachments to a ticket reply?
Freshdesk lets you send and receive emails with an attachment size limit of 20 MB/conversation for accounts on the Blossom and above plans. For Sprout and...
Wed, 11 Apr, 2018 at 11:21 AM
What is the maximum size of a file that can be attached to a ticket ?
You will only be able to attach a maximum size of 20MB when receiving an email and for replies sent out of Freshdesk.
Wed, 19 Dec, 2018 at 3:32 PM
What are tags? How can I add/merge tags?
As an agent when you are working on tickets or accessing articles, characterizing them by adding a tag would help to track and segregate them with respect t...
Fri, 25 Jun, 2021 at 5:38 PM
How do I add a tag to a ticket?
The 'Tag' field will be available under the 'Ticket Properties' panel on the right hand side of the ticket details page. You can either man...
Tue, 22 Aug, 2023 at 8:41 PM
Can I add tags automatically?
You can add tags manually and/or automatically. Add them manually inside a ticket or go to Admin > Agent Productivity > Tags to add/see the list of t...
Fri, 25 Jun, 2021 at 5:39 PM
Can I attach multiple files while replying to a ticket?
You can attach multiple files from your system while replying to a ticket. However, for trial accounts and accounts that are on the Sprout plan, the total f...
Tue, 10 Apr, 2018 at 3:28 PM
Would it be possible to add attachments that are more than 20 MB in size?
The attachment size limit in Freshdesk is 20 MB per email for accounts on the Blossom and above plans and 15 MB for Sprout and accounts that are on Trial.  ...
Tue, 10 Apr, 2018 at 3:24 PM