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Increase Agent Productivity with Real-Time Custom Dashboards
Have you had agents spend most of their time planning their work before executing it? Does it feel l
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Viewing and accessing information about tickets print this article
The Freshservice Ticket View page lets you access a whole lot of information and work on any single
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Creating common reply templates with Canned Responses
You can even ensure that each response is customized with the requestor’s name, agent’s signa
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Understanding Custom Ticket Statuses
In most help desks, a ticket can be in one of four statuses: Open, Pending, Resolved or Closed. Whe
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Using dynamic placeholders in your Canned Responses
Placeholders in Freshservice are a great way to add dynamic content and personalize your automated e
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Logging walk-in requests
Often, users tend to walk over to a technician and tell them that they need help with something. Thi
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Private notes for internal sharing
When you get off a call with a requester who is reporting an issue, you would want to add your progr
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Inserting the right kBase article into your tickets using Suggested Solutions
Freshservice automatically provides you with “smart suggestions” of possible solutions right
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Filtering tickets using Views
You can filter out tickets based on properties and view a list of tickets or in a kanban board tha
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Non-invasive updates with public notes
Sometimes, your requesters like to follow through with each and every stage your ticket passes throu