Ticketing Workflow
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...
Tue, 18 Jun, 2024 at 4:46 PM
You can add or remove the fields being displayed as part of the requester widget, from under Admin > Support Operations > Customer Fields >Customiz...
Tue, 18 Jun, 2024 at 4:47 PM
Requester Widget is a part of the ticket details page. This section would contain Requester Information such as Requester Name, Email Address, Company Name ...
Tue, 18 Jun, 2024 at 4:47 PM
Merging is an irreversible process. Once two tickets are merged it cannot be split.
Tue, 18 Jun, 2024 at 4:48 PM
To access the deleted tickets on the helpdesk, navigate to the Tickets section and click on the hamburger icon and in there, Choose Trash (under the "L...
Tue, 18 Jun, 2024 at 4:48 PM
You can access the 'Spam' folder by clicking on the hamburger menu in the Ticket list page. You'll be able to see all the default and ...
Tue, 18 Jun, 2024 at 4:49 PM
In order to delete an archived ticket, please go to the corresponding ticket page (either by performing a Search or hitting the ticket ID directly in the UR...
Tue, 18 Jun, 2024 at 4:49 PM
No, there isn't an option to send out bulk emails to customers from inside Freshdesk. However, an integration with MailChimp can help you perform this a...
Tue, 18 Jun, 2024 at 4:49 PM
When you are replying to a customer from inside a ticket, you can remove the quoted text manually and the customer will not receive the whole thread. Also, ...
Tue, 18 Jun, 2024 at 4:49 PM
The draft feature is for each agent; the draft saved by one of the agents cannot be viewed by another. Note: The drafts on the ticket reply editor will...
Tue, 18 Jun, 2024 at 4:49 PM