Ticketing Workflow

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
How do I export my tickets from Freshdesk?
Agents can export tickets, contacts, companies, or granular account data easily, and quickly download it anytime, from a centralized window.To export the...
Wed, 22 May, 2024 at 6:15 PM
How to respond to multiple tickets with a common reply?
Freshdesk offers the following features to respond to multiple tickets with a common reply. Bulk Update option from Ticket list views Canned Responses...
Fri, 2 Jun, 2023 at 4:29 PM
Can I customise the fields under the Tickets tab?
When you are familiar with the tickets tab, sometimes there will be requirements to alter the arrangement of fields on "The Tickets list view" pag...
Fri, 25 Jun, 2021 at 6:00 PM
Is there a possibility for a customer to check the status of their ticket without logging in?
As a customer, it is understandable that they sometimes want to do a quick peruse through the ticket and not log in to the portal. In this scenario, the be...
Fri, 25 Jun, 2021 at 6:02 PM
How can the customer change the priority and type of a ticket?
When customers raise tickets, you would like to extend the ability for them to choose the priority and type of tickets so that you could plan the assignmen...
Fri, 25 Jun, 2021 at 6:03 PM
How can customers view their previous conversations after a ticket is closed?
Customers can view the history of tickets if they have access to your customer portal.  They could log into your portal using the email address used t...
Fri, 25 Jun, 2021 at 6:04 PM
How many tickets can I link to a tracker?
You can associate upto 300 tickets to a single tracker.
Mon, 17 Dec, 2018 at 3:10 PM
Can I download attachments using a Public Ticket URL without being logged in?
Kindly note that only logged in users would be able to download attachments, even while using the Public Ticket URL. This would be the default behavior of...
Wed, 12 Jul, 2017 at 2:57 PM
Can details apart from the contact details in Freshdesk be retrieved for a particular requester?
Third party tools such as Salesforce.com or Zoho CRM can be integrated into Freshdesk, using which contact information from those CRM tools could be brought...
Tue, 25 Jul, 2017 at 10:25 PM