Sandbox-Freshdesk

Please navigate to the Profile Settings by clicking on your Agent Avatar at the top-right corner of your Freshdesk Account. You could then change the Time ...

As of now, Freshdesk does not have an option to have the Time Format to be available in a 24-hour format. 

Yes, every time a ticket is moved to a status where the SLA timer is toggled on, it will affect the Response and Resolution time of a ticket.  Pleas...

The Tickets resolved metric will be attributed to the "Assigned agent of the ticket", irrespective of who the ticket is resolved or closed by....

Freshdesk has multiple SLA policies that could be set up to apply to four categories - Sources, Types, Groups, Companies, and Products. Kindly make sure ...

Go to the Tickets tab -> click on a ticket, in the Ticket details page, you'll find the 'Edit' option right above the Subject of the ticket. ...

An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket. Within Freshde...

While configuring SLA, you would also have to option to set up escalation rules, which would send out notifications to the chosen agents, whenever the confi...

Effectively managing holidays and configuring the calendar is essential for maintaining efficient support operations.  Article Navigation Setting Holid...

Escalations can crop up for many reasons, like miscommunication with agents, technical delays, missed SLAs, etc. It is essential to set up the right process...