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...
Tue, 18 Jun, 2024 at 4:39 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, 18 Jun, 2024 at 4:40 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...
Tue, 18 Jun, 2024 at 4:40 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, 18 Jun, 2024 at 4:42 PM
When the agent has restricted access, still he would be able to see tickets assigned to him as an internal agent even if he is not the assigned agent on the...
Tue, 18 Jun, 2024 at 4:43 PM
When there are multiple agents involved in a single ticket, we could make use of Shared Ownership. Whether it is a customer facing agent or an internal agent...
Tue, 18 Jun, 2024 at 4:44 PM
You would have to install the Shared Ownership App on your account as shown in this solution article. After this is done, there are two steps involved. ...
Tue, 18 Jun, 2024 at 4:45 PM
To enable Linked Tickets, Go to Admin>Support operation>Advanced ticketing> toggle on Linked tickets
Tue, 18 Jun, 2024 at 4:46 PM
On the ticket details page select and update following: Internal Groups Internal Agent
Tue, 18 Jun, 2024 at 4:48 PM
An agent can only link tickets to a tracker that are present in his/her scope. So, if an agent has group/restricted access he/she wont be able to view all th...
Tue, 18 Jun, 2024 at 4:48 PM