Ticketing Workflow
Yes, you would be able to filter reports based on Tags. Analytics If you are on a higher plan, you can clone the curated report such as Ticket volume ...
Thu, 28 Mar, 2024 at 6:04 PM
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
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