From setting business hours to creating SLA policies, these options help you manage customer requests effectively.

Here's an overview of the key ticketing settings you can configure to optimize your support processes.

  1. Ticket Fields

You can add custom fields essential for efficiently managing support queries. They play pivotal roles in automating ticket handling, categorization, and assignment, ensuring streamlined customer support operations.

For instance, an e-commerce company can add fields like "Travel Date" and "Region." These fields help users filter tickets based on specific properties, enabling more targeted and efficient management of support requests.


Here are some scenarios when you can use Ticket fields:

  1. Categorizing Support Queries: Organizations can use ticket fields to categorize support queries, such as order issues, payment problems, product inquiries, and returns. By creating custom fields like "Issue Type," they can automate ticket assignment to the appropriate teams, ensuring streamlined handling and faster resolution times, ultimately enhancing customer satisfaction.
  2. Generating Detailed Reports: Companies can use ticket fields to create detailed reports and track support request trends. For example, with a "Region" field, you can generate a report to see which region contributes the highest number of tickets. This helps identify areas requiring more resources or targeted customer service strategies.


Learn more about Ticket Fields


  1. Email Notifications

Email notifications in Freshdesk Omni are automated messages sent to agents, contacts, and CC'ed users upon specific ticket actions. These notifications keep all relevant parties informed and updated on ticket activities, ensuring seamless communication and efficient ticket management.

Here are some scenarios where you can use email notifications:

  1. Customer Assurance: Automatically email customers immediately after they raise a ticket, confirming receipt and providing a reference ID, ensuring they feel acknowledged and informed.

  2. Agent Alerts: Notify agents via email when a ticket is assigned to them or when a customer replies to their assigned ticket, enabling prompt action and follow-up.

  3. Escalation Management: Trigger email notifications to supervisors or specific teams when a ticket remains unresolved beyond a certain time, ensuring timely escalation and resolution of critical issues.


Learn more about Email Notifications.

  1. Ticket Customer Satisfaction

The Customer Satisfaction (CSAT) rating measures how customers feel about your service and support. It represents the percentage of customers who chose a positive answer to a survey question sent after an agent-customer interaction. This built-in functionality helps gauge your team’s efficiency and overall customer satisfaction.

Here are some scenarios where you can use CSAT:

  1. Improving Agent Performance:

    • Scenario: A manager wants to evaluate the effectiveness of individual agents.

    • Solution: Utilize CSAT ratings to establish benchmarks for top-performing agents (e.g., CSAT rating above 80%) and for identifying agents who require further training (e.g., CSAT rating below 40%).

  2. Refining Support Processes:

    • Scenario: The support team notices fluctuating satisfaction rates over time.

    • Solution: Analyze CSAT reports to pinpoint areas where support processes can be improved, leading to enhanced customer service practices.


Learn more about Ticket CSAT.


  1. Ticket SLA policies


An SLA (Service Level Agreement) policy sets performance standards for your support team, defining targets or deadlines for responding to and resolving tickets and helps ensure nothing slips through. These policies can be customized for different ticket types, providing timely and efficient customer service.

Implement shorter SLA targets for specific scenarios, such as VIP customer tickets, social media inquiries, and complex technical issues. Prioritize VIP customer tickets to ensure prompt attention. Set quicker response times for social media tickets to address public complaints swiftly. For complex technical issues, create SLA policies with targets for each resolution stage to ensure comprehensive and timely support.


Learn more about Ticket SLA policies.


  1. Ticket business hours

Like conversation business hours, you can establish distinct working hours for each team that handles tickets by creating multiple business hours. You can also set up auto-replies for customers who reach outside your business hours.


One reason to use ticket business hours is to ensure Service Level Agreement (SLA) Compliance. A healthcare provider sets up ticket business hours to ensure SLA compliance. Their support team operates from 8 AM to 6 PM, and any tickets received within these hours are tracked to meet specific response and resolution times. Tickets submitted after hours are acknowledged with an automated message stating that the request will be addressed the next business day, maintaining transparency and managing customer expectations.

Learn more about Ticket business hours.


  1. Ticket Groups

    Organizing your team into Ticket Groups within Freshdesk Omni offers several benefits:

  1. Auto-assign incoming tickets to agents.

  2. Restrict agents from changing their availability status for automatic ticket assignment.

  3. Set up criteria for ticket escalation if a ticket remains unassigned within the group for a specific duration.

  4. Access real-time and historical reporting for the group to monitor performance and identify trends.

Learn more about Ticket Groups.