Working with tickets

Shared Views

Shared Views provide a consistent way of monitoring and managing tickets across services supported within Freshdesk.

Common Shared Views include:

• Open Tickets
  • New tickets awaiting action.
• Waiting Tickets
  • Tickets awaiting a response from a customer, internal stakeholder or external party.
• Resolved Tickets
  • Tickets that have been resolved or closed.

Shared Views are used as the team's primary ticket queues and help ensure tickets are visible, monitored and actioned in a timely manner. They provide an easy way to keep track of open, waiting and resolved tickets and help ensure nothing is overlooked.

Changing the Ticket Layout

1. Navigate to the Tickets area.
2. Select the Layout drop-down located in the top right corner.
3. Choose the preferred ticket view layout.

Using Ticket Filters

Filters allow tickets to be narrowed down and searched more effectively.

Common filters include:

• Group
• Status
• Tags
• Product
• Agent
• Date Created

Multiple filters can be applied together to refine search results.

Ticket Management

When working on a ticket:

1. Apply appropriate tags.
2. Update the ticket status.
3. Assign the correct priority.
4. Assign the ticket to the appropriate agent.
5. Select the correct Support Needed value.
6. Select the appropriate Ticket Type.

Keeping ticket information up to date improves reporting,ability to search information and service management.

Collaborating on Tickets

Using Threads

Threads should be used when assistance or clarification is required from another team member, manager or internal stakeholder.

1. Open the required ticket.
2. Select Thread.
3. Choose Start a Discussion or Forward this Ticket.

Start a Discussion

Use this option when assistance is required from:

• Another team member
• A manager
• A subject matter expert
• An internal stakeholder who has access to Freshdesk

Steps:

1. Select Start a Discussion.
2. Enter the message.
3. Use @ to mention a colleague.
4. Select Send.

The tagged user will receive a notification.

Forward a Ticket

Use this option when assistance is required from an internal team or external contact that does not use Freshdesk.

Steps:

1. Select Forward this Ticket.
2. Enter the recipient email address.
3. Add any required message.
4. Click Send.

Using Tags

Tags are used to:

• Categorise requests.
• Improve reporting.
• Support trend analysis.
• Assist with problem investigation.
• Improve service planning.

Using Knowledge Articles and Canned Responses

Accessing Knowledge Articles

1. Open a ticket reply.
2. Select the Knowledge Article icon.
3. Search for the required article.
4. Select View Article.

Knowledge articles can be viewed within Freshdesk or opened in a separate browser tab.

Accessing Canned Responses

1. Open a ticket reply.
2. Select the Canned Response icon.
3. Search for the required response.
4. Select the response to insert it into the reply.
5. Update the content if required.

Canned responses help ensure consistent communication and reduce manual effort.