Status of tickets is an important property by which we could filter and sort the tickets. By default, there are four different ticket statuses in Freshdesk:
- Open: Every new ticket that is created in your helpdesk is marked as Open. It means that an agent from your team is yet to resolve the complaint and move it on to other statuses.
- Pending: If the progress of the ticket is awaiting the reply from a customer or any 3rd party, the ticket could be put On Hold using Pending status.
- Resolved: When agents are reasonably sure that they have provided the customer with a solution to their problem, they can change the status of the ticket to Resolved.
- Closed: Resolved tickets can be moved to Closed status if the customer acknowledges that the problem has indeed been resolved. If the customer has not replied, the standard practice is to automatically close the ticket (You can use the Supervisor to do this) after 48 or 72 hours.
Apart from these, you can also add custom statuses to this list of default options which could be useful for your workflow and mapping of tickets.
In addition to the four primary ticket statuses, you can create or edit the custom status options from under Admin > Workflows > Ticket Fields > click on the 'Status' field. These can be used to customize the workflow in your helpdesk.
For example, you can create an additional ticket status like 'Waiting on Customer' to indicate that the agent is waiting for information from the customer. This can be done by clicking on the '+' icon as depicted in the image.
At Freshdesk, we use two additional ticket statuses: ‘Awaiting Customer Response’ and ‘Awaiting Developer Fix’, for which the SLA timers are turned off. Likewise, you can also tailor your ticket statuses to bring in your business rules.
For every custom status that you create, you get to choose whether to turn SLA timers on or off based on your preferences. An SLA timer is a background clock that starts ticking once a new ticket is created. The SLA timer calculates the time spent in replying, resolving or closing a ticket and equates that with the SLA policies that have been configured based on ticket priorities for your helpdesk. The SLA timer does the work of monitoring each ticket and, if turned on, ensures that the SLA policy is not violated. When the SLA timer is toggled OFF, all tickets that fall under those additional statutes will be shown as 'On Hold' in your ticket dashboard.
You have a quick and efficient support team being ninjas and solving customers' issues and they send out a response promptly. When they eagerly await feedback from the clients on the thread, you would want to group them in a status relevant to this scenario and so you could add a status called "Awaiting Customer response."
Please navigate to Admin > Workflows > Ticket Fields > Status > and add one in the dropdown -> as you do not want to violate SLA on a ticket - you could turn this off for this status as you are anyway waiting for them to get back.
We do have a feature called 'Dynamic forms' that allows you to display different fields based on the value chosen for the default Type field. This feature is available only from the Estate Plan onwards.
Please navigate to Admin > Workflows > Ticket Fields -> click on the plus icon next to the dropdown field to add a section. This article will guide you to set this up and give more information as well.
In your ticket form, you would be able to add a dropdown field and make it available for the customers who are raising queries with you. Please navigate to Admin > Workflows > Ticket Fields -> choose this field which is a list icon with an arrow pointing downwards found in the "Drag and drop down" toolbar.
In order to make it available to the customers to edit, please click the field to navigate to the properties. Once there, check all the relevant boxes under agent and customer which includes the "customer can edit" option.
Usually, on the ticket fields, you would have given access to the customers to edit a couple of them while submitting a ticket. In order to prevent them from editing this after the ticket creation is generally not possible until we customize it accordingly.
This is possible using the "Portal Customisation" feature which is available only from the Estate Plan onwards.
After a ticket is created, you can change the Requester of the ticket or Subject or the Description or any of the Ticket Properties from inside the ticket details page. Click on the three-dotted icon->select the 'Edit ticket details' option to edit the subject of the ticket as shown below:
Please navigate to Admin > Workflows > Ticket Fields to see the lock symbol displayed next to some of the options listed there. This is because they are visible only to agents and are not displayed to customers.
Yes, changing the Ticket Field Name would automatically change the Label for existing tickets and the Field would also be automatically updated. Please navigate to Admin > Workflows > Ticket Fields click on the field to be taken to its properties window where this change can be made.
However, in the case of drop-down fields, if one of the choices within the drop-down is deleted or edited, the value would not be updated on existing tickets. The value of the field, in such cases, would revert to Null(...).
When a ticket is closed without filling a mandatory Ticket Field, you would receive an error saying "Unable to close __ Required fields were empty". You could click on the Ticket Count mentioned in this error message to update the mandatory fields and close the ticket.
You could also mark the ticket field as non-mandatory by editing the field under Admin > Workflows > Ticket Fields.
To do lists are for all of us to track our work and set deadlines for ourselves. When you add a to-do inside a ticket that you are working on, this to- do list is available on the dashboard as well. When this is complete, you could check this in the dashboard which would be reflected inside the ticket as well.
A few things to understand about to- do list are that when you add to-do for someone else who is assigned to a ticket, this would be available in that ticket's details page, however, it would not be available on their dashboard.
Navigate to Admin > Support Operations > Apps > Click on Get more apps and search for the app 'Hide/Disable ticket fields'. Once it is installed you choose the fields to be hidden for the agents.
For more information on the app, refer to this solution article.
The ticket form helps capture the data you need from the customer when they submit a ticket. You can customize your Ticket Form to include the right ticket fields for your business, and let your customers and agents fill in the information you need in the format you want.
Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. To add additional ticket fields, go to Admin > Workflows > Ticket Fields and drag and drop the required type of field to the ticket form.
Please refer to this article for detailed information on customizing your ticket form.
