Ticketing Workflow

Can the Admin and Agents view the same system activities in automations?
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
While merging tickets, is it possible to change the content of the auto response?
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
How to exclude the full email thread in each customer reply to a ticket?
When you are replying to a customer from inside a ticket, you can remove the quoted text manually and the customer will not receive the whole thread. Also, ...
Mon, 17 Dec, 2018 at 3:15 PM
What is a Requester Widget?
Requester Widget is a part of the ticket details page. This section would contain Requester Information such as Requester Name, Email Address, Company Name ...
Tue, 25 Jul, 2017 at 9:13 PM
Is there a limit in the number of tickets you can have?
There is no limit on the number of tickets that can be present inside your Freshdesk Account, under any plan. 
Mon, 17 Dec, 2018 at 3:16 PM
How do I add/remove the fields to be displayed on the requester widget?
You can add or remove the fields being displayed as part of the requester widget, from under Admin > Support Operations > Customer Fields >Customiz...
Fri, 25 Jun, 2021 at 5:48 PM
Can I edit the requester details directly from the requester widget?
Except the Email, all the requester details can directly be edited from the widget. To edit the contact field values from within the Requester Widget, click...
Tue, 25 Jul, 2017 at 9:18 PM
How to change the requester’s email address in a ticket?
Inside the Ticket details page, click on the More button -> choose Edit to find the option to edit the requester's email address.  The Edit optio...
Mon, 3 Jun, 2019 at 11:45 AM
Can a public note be changed to private?
No, there is no option to change a public note that is already added into a private note. However, you would be able to delete the public note and add a pri...
Mon, 17 Dec, 2018 at 3:17 PM
I am not able to add more custom fields to the requester widget?
The upper limit to number of fields that could be added to the requester widget is 15. So, it would not be currently possible to add more than 15 fields to ...
Tue, 25 Jul, 2017 at 10:20 PM