Ticketing Workflow

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
How do I view the Archived Tickets on my account?
Any closed ticket with no updates for the past 120 days would be marked as Archived. These tickets would be part of the archived tickets list on your helpde...
Thu, 19 May, 2022 at 1:58 PM
How to filter tickets by creation date?
Ticket List Views enable you to group tickets based on a defined set of criteria. You can filter out tickets by source, type, status, assigned agents, tags,...
Mon, 22 May, 2023 at 11:04 AM
Is there an option to add more than one email address in 'TO' when replying?
Since we map the 'To' address based on the requester of the ticket and because there can only be one requester for a ticket, you will not be able to...
Mon, 17 Dec, 2018 at 3:13 PM