Advanced Ticketing features
When an agent has group access, he will have access to the tickets which have the internal group assigned as the agent’s group even though the ticket belongs...
Thu, 29 Jun, 2017 at 11:55 PM
Internal groups or agents can be set in the Conditions and Actions in automation rules that run on ticket creation or ticket updates.
Tue, 20 Aug, 2019 at 4:27 PM
Within the Ticket Update automation rule, the Internal group can be included in the Conditions and Actions sections, but it is not possible to trigger an Ev...
Tue, 27 Jun, 2023 at 12:00 PM
To enable Linked Tickets, Go to Admin>Support operation>Advanced ticketing> toggle on Linked tickets
Thu, 20 Apr, 2023 at 3:43 PM
We understand that you might want to create tickets on-the-go. Freshdesk allows you to create templates from Admin > Agent Productivity > Ticket Temp...
Sat, 26 Jun, 2021 at 1:27 AM
Yes, you can merge tickets to a ticket linked to a tracker.
Thu, 20 Apr, 2023 at 4:14 PM
A ticket cannot be linked to a tracker when any of the following is true : When the mandatory or required ticket fields are not filled in for a ticket, th...
Wed, 19 Feb, 2020 at 12:07 PM