Ticketing Workflow

Is it possible to check the ticket history of a particular customer?
In Freshdesk, you could view the most recent tickets raised by a requester, from within any of the the requester's tickets. To view this list, please cli...
Tue, 25 Jul, 2017 at 9:15 PM
How can I create a view to see only the tickets I am working on?
Once you start working with the product and develop a workflow where you are assigned tickets on a regular basis, you require an organized queue of the ones...
Mon, 24 Jul, 2023 at 5:18 PM
Can I see an email after its deleted from trash?
A ticket will remain in the trash folder inside Freshdesk for 30 days and post which it will be permanently deleted automatically from the database. Once a ...
Wed, 21 Nov, 2018 at 12:40 PM
Where can I view the tickets in my account - how can I sort my queue?
We have a 'Tickets' section represented by a ticket icon and this presents all the tickets in your helpdesk. All these tickets from various 'sou...
Fri, 21 Jul, 2023 at 2:05 PM
How do I notify my team members about the proceedings of the tickets?
You can add the agents as watchers to the ticket so that all the members will receive email notifications about all the activities happening on a ticket.  ...
Wed, 21 Nov, 2018 at 12:44 PM
How to sort my tickets such that the oldest tickets are on the top of the tickets queue?
You have a good volume of tickets to handle on a daily basis and according to you, the tickets that have been sitting in the queue for a greater period of t...
Mon, 24 Jul, 2023 at 4:31 PM
How does a ticket get marked as spam?
There are three ways in which a ticket can end up in the Spam folder - 1. Manually marked as Spam by an Agent. 2. Ticket marked as Spam by an Automatio...
Wed, 22 Apr, 2020 at 10:52 AM
Every ticket for a particular user goes to Spam. Is there a place where we can “clear” the user's email?
There are three ways by which a ticket leads to the Spam folder - Manually marked as Spam by an Agent.  A ticket marked as Spam by an Automation ru...
Fri, 21 Jul, 2023 at 4:10 PM
Will agents be able to respond to tickets on their smartphones using Freshdesk?
Yes, we do have an Agent specific Freshdesk Mobile app for IOS and Android. You can download the App from the App store/ Play store respectively.
Wed, 21 Nov, 2018 at 12:50 PM
How do I view deleted tickets?
To access the deleted tickets on the helpdesk, navigate to the Tickets section and click on the hamburger icon and in there, Choose Trash (under the "L...
Wed, 12 Dec, 2018 at 1:43 PM