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Freshworks
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Freshworks Customer Service Suite
+1-866-832-3090
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Enhancing the Agent experience in Ticketing
Enhancing the Agent experience in Ticketing
Understanding the Dashboard
Checking recent helpdesk activity
Scenarios
Creating Scenarios
Using and verifying a scenario
Ticket properties and actions
Managing Ticket Properties
Driving additional context with Requester Info
Understanding Ticket Statuses
Using To-Do Lists
Add reminders in Freshdesk
See all 8 articles
Responding to a ticket
Replying to a ticket
Forwarding tickets to a third party
Personal Canned Responses for Agents
Using Canned Responses in ticket replies
Personal Scenarios for Agents
See all 11 articles
Sharing work in progress on a ticket
Private notes for internal sharing
Non-invasive updates with public notes
Providing public ticket links for easy access
Prevention of multiple and/or uninformed replies
Agent collision detection
Traffic cop and auto refresh
Time-tracking on a ticket
Keeping track of time spent
Using average handling time for time tracking
Viewing tickets
Working with the Ticket List View
Monitoring important tickets by becoming a Watcher
Merging two or more tickets together
Customized Table View
Sorting ticket conversations with Freshdesk
See all 6 articles
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