Ticketing Workflow
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
You can insert footers into all the ticket replies going out of your helpdesk, by adding them in the Agent Reply Template. This template is automatically in...
Fri, 25 Jun, 2021 at 5:41 PM
When you are working on tickets, we extend an option to close the ticket without an email notification sent out for this. This can be achieved by click...
Fri, 25 Jun, 2021 at 5:42 PM
Yes, you could either set up a new rule under Admin > Workflows > Automations > Ticket Creation to add a CC whenever a new ticket is created, or yo...
Mon, 28 Aug, 2023 at 8:38 PM
You have a workflow set up where tickets are assigned to a particular agent depending upon the job description, the group this concerned agent belongs to an...
Wed, 12 Jul, 2017 at 3:22 PM
When an agent is looking into the same ticket, you could be notified regarding this within the ticket. This would help in preventing multiple agents working...
Tue, 22 Aug, 2023 at 7:48 PM
If there are multiple agents replying to a ticket, you could be notified regarding that within the ticket as well. There would be a "Pen" icon on ...
Tue, 25 Jul, 2017 at 7:39 PM
After clicking on a ticket, please click on the Activities option to the top-right of the ticket details page. This would display the list of activities per...
Tue, 25 Jul, 2017 at 10:31 PM
The view for both the Admin and Agents would be different. When Activities is toggled 'ON', Admins would be able to view the automation along with...
Tue, 25 Jul, 2017 at 10:47 PM
Although the text that is added as a private note when two or more tickets are merged cannot be modified automatically, it still can be modified by the a...
Tue, 11 Jul, 2017 at 9:26 PM