Ticketing Workflow

How do emails from your customers converted into tickets?
Your Freshdesk account primarily focuses on a ticketing system designed to bring emails received by your support mailbox into the Freshdesk portal. When...
Mon, 28 Aug, 2023 at 8:35 PM
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
What is the difference between a note and a reply?
In Freshdesk, agents can converse via replies and/or public notes. Replies are standard emails, similar to the emails you send from your mailbox. Note...
Fri, 25 Jun, 2021 at 5:36 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