Sandbox-Freshdesk

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...

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 ...

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...

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...

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 ...

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...

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 ...

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...

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...

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...