Basics of Ticketing

Ticket: What is it?

A ticket is a single unit of conversation between a customer and an agent. The biggest difference between an email thread and a ticket is that each ticket can be assigned to a person or a team.

Dashboard: Ticket Status

• Open: Tickets are marked open by default as soon as they come in. Open tickets need to be responded to and resolved3.
• Pending: Tickets awaiting any response from the customer or a third-party3.
• Resolved: Tickets that are considered to be solved by the agent.

●Closed: Tickets that are closed by the customer. If the customer fails to respond to a resolved ticket within 72 hours, they will be marked as closed, automatically.

Apart from the default statuses, admins are allowed to create custom statuses. So when clicking on the status drop-down, you might see more options than listed above, some with the SLA timer on and some off.

Service Level Agreements

SLA or Service level agreement is a contract between a service provider and its customers. SLA determines the time limit within which each ticket should be responded to and resolved. SLA is calculated based on ticket priority.

Other Ticket Properties

• Ticket Type: Kind of tickets that are created5:
• Question: How-to questions about your product or service5
• Incident: Events that are happening or not happening that need investigation5
• Problem: Issues that stop customers from performing desired actions
• Request: Asks to fulfill customers' expectations
• Ticket Priorities: Tickets are assigned according to their degree of importance. The priorities in ascending order of importance are: Low, Medium, High, Urgent.

Collaboration in Freshdesk

• Using Freshconnect: Choose this option to collaborate with a particular person or team inside or outside the helpdesk often. After clicking the discuss button, tag someone by mentioning @mention in the text box.
• Private Notes: Use private notes to collaborate with other agents within Freshdesk.
• Forwarding Tickets: Forward tickets to people outside of your helpdesk by clicking the forward option and mentioning their email.