Fresh Service Agent Guide

Posting Announcements
If you need to notify your customers of an update, you can add an announcement to the Freshservice dashboard and it will be visible to everyone who accesses...
Thu, 28 Mar, 2019 10:59 AM
View Assigned Tickets
If you have tasks assigned to you, it will be visible under the My Tasks section present on the left sidebar.  To view a complete summary all your tas...
Thu, 28 Mar, 2019 11:12 AM
Keyboard shortcuts for service desk
Freshservice lets you perform repetitive tasks quickly by using keyboard shortcuts. These shortcuts can be used to navigate your way around your service des...
Thu, 28 Mar, 2019 11:14 AM
Creating tickets
Freshservice allows for the creation of tickets through 3 main channels.  1. End User Portal- Users can raise an incident or a service request from the en...
Thu, 28 Mar, 2019 12:17 PM
Filtering Tickets on the tickets tab
All tickets can be found on the tickets tab. But you can filter the list to narrow it down to a specific set of tickets AND you can sort them by due date, p...
Fri, 29 Mar, 2019 10:19 AM
Viewing and Updating Tickets
You can access some of the options to update tickets right from the ticket list. Here is a list of what each item does
Fri, 29 Mar, 2019 10:37 AM
Assigning Tickets
Once the ticket is created, it shows up in the tickets tab as ‘Unassigned’. It needs to be assigned to an agent from the right team, so that they can start ...
Fri, 29 Mar, 2019 11:39 AM
Adding Tasks
You can think of a task as a child ticket. Let’s say you receive a ticket that requires an agent from another team to fix some things before you can actuall...
Mon, 1 Apr, 2019 9:54 AM
Adding Private Notes
You can also use notes to discuss the ticket with other agents. 1. Go to the ticket’s detailed view and click on the Add note link under the ticket descri...
Mon, 1 Apr, 2019 10:22 AM
Replying to Tickets
1. From the ticket’s detailed view, click on Reply right below the ticket description to get all these options. 2. Once you’ve typed in the rep...
Mon, 1 Apr, 2019 11:15 AM