Medgar Evers College of CUNY

1. From the ticket’s detailed view, click on the Forward button 2. Enter the To email address and add any additional message if required. ...

There may be times when you might want to follow the progress on a ticket, even if it’s assigned to another agent in your team. In Freshservice, you can ‘wa...

The following things happen when you merge tickets. 1. One of the tickets (you get to choose which one) becomes the primary ticket. The others become seco...

Service desk admins can create scenario automations from the admin console.  1. To execute an automation, go to the ticket’s detailed view, click on the M...

1. From the ticket’s detailed view, click on Time tracked in the bottom-right corner and then click Add time. 2. In the Add time window, select...

You can edit most of a ticket’s properties right from its detailed view. To access options to edit all of the ticket’s attribute, including its subject line...

If you need a hard copy of a ticket, Freshservice lets you print it out. To do that, click on the More button in the top-right corner and click Print. This ...

Just in case some unwanted tickets get created by spam mail sent to your  service desk, you can mark them as spam or delete them using the options in the ...

Your primary objective is to resolve the issue and restore normal service operation as soon as possible. When you do, you can change the ticket’s status t...

1. To create a new isolated problem, click on New in the top-right corner and select Problem. 2. Fill the form to create the problem and click ...