Ticketing Workflow

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
Can I receive a sound notification when a new ticket comes in?
There is a feature called smart notifications for agents within the portal itself which would give real-time audible notifications about new tickets and u...
Tue, 25 Jul, 2023 at 3:36 PM
Can I schedule a recurring ticket in Freshdesk ?
As of now, we do not have the ability to schedule recurring tickets. However, as a workaround, you could make use of any third party event scheduler lik...
Wed, 5 Jul, 2017 at 3:35 PM
How to remove ticket number that appears in the subject?
Ticket numbers appear in the subject of email notifications because of the inclusion of ticket ID.  In order to remove this, please navigate to Admin ...
Fri, 25 Jun, 2021 at 6:07 PM
How to undo ticket merging?
Merging is an irreversible process. Once two tickets are merged it cannot be split.
Tue, 28 Aug, 2018 at 2:13 PM
How to automatically stop the Time Tracker?
The time tracker would automatically stop under the following instances: When the status of the ticket is moved to Resolved/Closed. When the agent st...
Thu, 21 Feb, 2019 at 7:16 PM
On what time zone are the ticket counting timers based?
The timers are based on the Helpdesk time zone that can be configured according to your location. Please navigate to Admin -> Account -> Helpdesk Sett...
Fri, 25 Jun, 2021 at 6:12 PM
Ticket field that I created is not present in the filters
The Single line text fields, Multi line text fields, Number fields and check boxes will not be available in the filters of the ticket list view page. 
Mon, 17 Dec, 2018 at 3:08 PM