All About Tickets

All About Tickets

The Tickets tab lets you view and filter the tickets in your account. By default, the tickets are displayed in a card layout; however, you can change the view to a table view.

Card View

Table View 

You can adjust the number of tickets displayed on each page to 30, 50, and 100. This option is available on the ticket list page when there are more than 30 tickets. The selection is local to an agent and the preference gets reset upon session reset.

Working with filters

Freshdesk provides a wide range of filters that help you narrow down your ticket views based on your preference. For example, the Priority field allows you to filter and view tickets based on the ticket priority - High, low, medium, or urgent.

You can filter the tickets by source, type, status, agents assigned to, tags, products, and even the custom fields (dropdown and dependent fields only) that you have created.

Also, you can view the tickets based on various date and time filters and further choose a day or specific time period in the past or future. For example, you can view the tickets resolved or closed in the past 1 hour.

Created: View tickets based on the ticket creation date or time.

Closed at: View tickets closed at a particular time or day.

Resolved at: View tickets resolved at a particular time or day.

Resolution due by: View tickets that must be resolved before a particular day or time.

As an agent, you can filter tickets based on custom date fields created in an account by the admin, and not miss any important follow-ups or deadlines. For example, the date fields can be used to find out events that happened in the past and or follow-ups that are needed in the future.

Booking date: View tickets as per booking dates in the past, future, or for a specific time period.

Approval date: View tickets that were approved in the past, or need to be approved in the future (eg. today or tomorrow or in the next 7 days)

Scheduled departure dates: View tickets for upcoming flight departures 

Viewing ticket lists

The ticket list view lets you check the tickets with a list of filters automatically applied. Each time you choose a view, the tickets will be displayed with a list of filters applied. For example, as an admin, you may want to view the list of unresolved tickets daily. You can simply choose "All unresolved tickets" default ticket view. 

You can also add the necessary filters based on your industry.

The ticket list views save you time and help you quickly identify tickets based on your preference. 

The Default Views cheat sheet

Creating a customized table view

The customized table view allows agents to add or customize the fields they see in the Table View of their tickets page.

By adding custom fields, agents can look up the data they need immediately, without viewing the ticket properties of each individual ticket. The customized table view can help you prioritise the fields on a table and resolve tickets faster.

• Click on the edit icon next to the Table Headers
• In the dropdown, select the fields you wish to add or retain on your Table View
• Drag the fields up or down, to rearrange the fields or order them.
• You can also search for the desired field and add it to your Table View.

Merging two or more tickets

Sometimes, a customer might try to get your attention regarding a particular issue by contacting you through separate channels. Sometimes, the same issue might be reported by different people in the team or someone might accidentally open a new ticket instead of following up on an existing one. To avoid conflicts, you can merge all related tickets together and keep the communication streamlined.

The merge action is irreversible, and causes the following things to happen:

• One of the tickets becomes the primary ticket (you get to choose). The others become secondary.
• All conversations from the secondary tickets are moved into the primary ticket. You can also choose to keep the requesters and CC emails from the secondary tickets in the loop.
• All the secondary tickets are closed.
• All messages are sorted chronologically.
• A note is added to each of the tickets with a link to the primary ticket.
• If the note is public, an email notification (the Agent Adds Comment to ticket notifications under Admin > Workflows > Email notifications) might be sent to the requesters about the merged tickets.

How do you merge two or more tickets?

• Go to the Tickets tab, and select the tickets you want to merge from the list using checkboxes.
• Click Merge.

• In the dialog box that pops up, select which one you want to be the primary ticket - a tick will appear indicating that it's been marked.
• If you'd like to remove any tickets from the merge, you can do so by clicking on the - icon next to them in the list. You cannot remove a ticket from the merge if it's been marked as a primary. 

• The merge action cannot be undone. Please make sure that the tickets you have chosen are the right tickets to merge before clicking on the Merge button.
• The secondary ticket will disappear from the ticket list view. When you open the primary ticket, you will be able to see a private note with all conversations from the secondary ticket and the private note added from the step above to indicate that the tickets have merged.

Understanding Ticket Statuses

OPEN - requires action from the agents or the customer. 

PENDING – agents require additional information from the customer.

RESOLVED – provided a solution and answered all questions.

CLOSED – once the customer accepts the solution you've provided.

How to create/edit custom ticket status 

In addition to the four primary ticket statuses, you can create or edit the custom status options from under Admin > Workflows > Ticket Fields > click on the 'Status' field. These can be used to customize the workflow in your helpdesk.

Replying to a ticket 

With Freshdesk, you can compose and send customers your rich-text replies by clicking Reply in the ticket. This, depending on the source of the ticket, pulls up a textbox that lets you format your reply, bullet your instructions, insert solution articles, insert canned responses, attach files, bold/italicize important phrases, and much more. The options in the textbox depend on the source of the ticket because certain channels, like Facebook, do not allow formatted replies. The ticket subject line stays visible even when an agent scrolls through a long conversation, thereby retaining the context. 

You can expand the reply editor and get more real estate to reply to tickets.

A quick guide to replying to a ticket

• Click on Reply within the ticket.
• Type the message in the rich text editor and do the necessary formatting.
• Fill out the cc or bcc fields if necessary.
• Attach a file if required by clicking on the Attach file icon. A dialogue box pops up which lets you browse through and choose the files; click Open after selecting the files you need. 
• Alternatively, you can also paste an image inline, in your response. By default, links to these images are public. This is to ensure that the images are accessible when sent via emails. If images are to be made accessible only for valid sessions and not publicly, please write to support@freshdesk.com.
• You can include previously quoted replies, that size up to 1 MB. This limit only includes the size of the quoted text and excludes all attachments.
  
   
• Once done, you can click Send to send out your reply.
  
   
• You can quickly change the status of the ticket just as you’re sending your reply. Click the arrow button next to the 'Send' button to view a drop-down menu with multiple send and set as <status>.
• Click Cancel to revert.

Have you ever typed out a really long email to a customer only for your browser to crash, taking your reply with it? In Freshdesk, your replies are automatically saved (approximately 30 seconds after you type) as drafts even as you type them. This way, even if your browser gives up on you, your helpdesk won't. 

Note: Saved drafts are automatically deleted 24 hours from when they are last saved. 

Undo Send

Clicked on ‘Send’ even before the email was ready to go out to the customer? If you’re on the Blossom or above plan, you can use the ‘Undo Send’ button within 10 seconds of replying to stop it from going out.

Agents will have to enable this option by clicking on their profile picture icon on the top right corner > Profile settings and then toggle the feature ON:

 

Once this is enabled, agents will start seeing the Undo option in the reply panel after they send out replies. The ‘Undo’ option is available only when you use the 'Send option for replies. 

New Ticket and New Email

The option to raise a new ticket or send a new email is available as part of the '+ New' quick access dropdown on the top right corner near the Search icon. You will also find 'New contact', and 'New Company' options as part of the dropdown for quick access. 

+ New Ticket: This option can be used by the agents to create a new ticket on behalf of the requester, ideally after a phone call. The source of this ticket will be set as Phone. Also, on this page, you will be able to add a new contact. The 'Create another' option will open another new ticket page with the same properties as the previous ticket you just raised.

+ New Email: This option can be used by agents to send outbound emails to customers from Freshdesk, for any intimation. This email will also be converted into a ticket. Here, you will not have an option to add a contact like the one available in the new ticket page. The 'Send another' option will open another new email page with the same properties as the previous email you just sent.

How to Create new Ticket

• Log in to the agent portal.
• Click on “New Ticket” icon on the Menu bar on the top next to the “Search” icon.
• The new ticket form will be displayed. 

How to Create new Email

• Log in to the agent portal.
• Click on “New Email” icon on the Menu bar on the top next to the “Search” icon.
• The new email form will be displayed. 
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• Fill out the form then click “Send.”