Agent Experience

Personal Scenarios for Agents
Agents can create their own Scenarios, apart from using the ones created by Admins. This way, based on the kind of tickets agents work with, they can creat...
Tue, 18 Jun, 2024 at 4:35 PM
Agent collision detection
When you have a system where agents can pick tickets on their own, it's common to have two or more agents looking at the same ticket and even replying ...
Tue, 18 Jun, 2024 at 4:36 PM
Managing Ticket Properties
Sometimes, you may want to change a ticket's status, re-categorize it, assign it to someone else, or generally update its properties - all while workin...
Tue, 18 Jun, 2024 at 4:43 PM
Monitoring important tickets by becoming a Watcher
There are times when you might want to follow the progress of an interesting ticket, even though it's assigned to another agent in your team - it migh...
Tue, 18 Jun, 2024 at 4:43 PM
Providing public ticket links for easy access
In addition to the default location of tickets on your helpdesk, Freshservice also supports public ticket URLs that can be accessed by anyone. They make an ...
Tue, 18 Jun, 2024 at 4:45 PM
Understanding Ticket Statuses
A ticket can have one of four statuses:  Open, Pending, Resolved, or Closed. When a ticket requires any action from you or your agents, it is marked as Ope...
Tue, 18 Jun, 2024 at 4:45 PM
Forwarding tickets to a third party
You can forward tickets to any third-party vendors or external users. For example, you can forward the ticket to your Inventory Partner or the Development ...
Tue, 18 Jun, 2024 at 4:46 PM
Using Canned Responses in ticket replies
Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. You can make your pre-formatted replies even more perso...
Tue, 18 Jun, 2024 at 4:47 PM
Non-invasive updates with public notes
Some customers like to be on top of everything, but others might not prefer that. Either way, an email notification for every minor update would almost cer...
Tue, 18 Jun, 2024 at 4:48 PM
Customized Table View
The customized table view allows you to add or customize the fields you want to see on your Tickets page. By adding custom fields, you can look up the dat...
Tue, 18 Jun, 2024 at 4:48 PM