Signup Date: After December 2025

• Watch a ticket
• Editor components
  • Editor features:
• Reply to ticket
  • Use channel switcher
  • Reply to multiple recipients
  • Quick actions in replies
  • Undo send
• Add notes
• Forward tickets
• More actions
  • Merge tickets
  • Execute scenarios 
  • Log time
  • Edit ticket details
  • Other actions
    
    

This article explains all the actions available on the Ticket Details page, including when and how to use them. 

The action bar is a compact toolbar that appears at the top and bottom of the ticket conversation pane. From here, you can reply to customers, add private notes, forward messages, watch a ticket, or perform more actions, like merge, run scenarios, log time, edit details, and more.

Note: Some features described here (for example, Web Chat, Instagram, and certain Omni features) are available only to Freshdesk Omni customers. If you are on Freshdesk Standalone, you may not see those options.

For a complete overview of Ticket Details, see Understanding Ticket Details.

The list of available actions is:

• Watch icon: Receive email notifications when a ticket is updated.
• Reply: Add a response to the ticket.
• Add note: Add a public or private note to the ticket.
• Forward: Send the ticket to a third party.
• Close: Change the ticket status to Closed.
• More actions (three dots): Use this option to perform more actions like merging tickets, adding scenarios, etc.
  
  

Tip: See the list of keyboard shortcuts available for each action.

Watch a ticket

Keyboard shortcut (w)

The Watch ticket feature lets you receive constant updates on a ticket, even if it is not assigned to you. When you watch a ticket, you will receive email notifications every time it is updated. By default, you are automatically added as a watcher on tickets you create or edit.

How to watch a ticket?

1. Click on the Watch button.
   
2. To add yourself to the watchlist, click Add me.
3. Use the search bar to add other agents to the watch list.
4. To remove yourself from a watch list, click the Minus symbol next to your name in the list. You cannot remove other agents from the list.
   
   

Tip: The “Tickets I’m Watching” view on the Tickets tab shows you a list of all the tickets you’re watching.

Editor components

When you add a reply, note, or forward ticket, a rich text editor with different features opens, allowing you to create well-crafted responses. 

Editor features:

The following features are available in the editor. You can hover over each icon to see the feature or option name.

Reply to ticket

Click Reply to open the editor. The reply options vary based on the ticket channel.

• Email, portal, or phone tickets: You can send responses via email and add recipients in the To, CC, and BCC fields.
• Replying to WhatsApp
  The following options are available for replying to WhatsApp tickets: 
  • WhatsApp direct message (default): Send a standard reply through your WhatsApp Business number.
  • WhatsApp template messages: Reply to customers using a WhatsApp template.
    Note: Replying via template message is available only from Growth plans. For more details, see WhatsApp Template Messages.
• Web Chat, Facebook, and Instagram Tickets: Use the default reply option to respond directly on the same channel.

All editor features remain available for these replies.

Use channel switcher

For Web Chat, WhatsApp, and other social channels, you can switch the reply channel to Email. If you use this option, the customer receives the response by email instead of the original channel.

Example: For a Web Chat ticket, replying via Email sends the response as an email rather than a Chat message on the widget.

To reply via Email for other channel tickets:

• The customer must have a valid email address.
• The Email channel must be configured in your account.

Reply to multiple recipients

By default, you can add only one recipient while responding to Email tickets. However, if your Admin enables the "Flexible Email Recipients" option in Email Advanced Settings, you can add multiple recipients in the "To" field.

This gives you the flexibility to move the requester to the CC or BCC field. You can add up to 50 recipients in total, combining the "To," "CC," and "BCC" fields.

Note: The requester of the ticket will remain the same unless manually updated by the agent. However, if you remove the requester from all fields, the email reply will be threaded as a private note.

Quick actions in replies

• /c: Insert a canned response without replacement. Use the search pop-up to find the right canned response.
• /s: insert a solution article. Use the search pop-up to find the right article.

Undo send

After sending an email reply, you can cancel the action within 10 seconds. This feature is available from the Growth plan onwards and is only applicable to when the replying channel is Email tickets.

To enable this:

1. Click your profile in the top right corner.
2. Select Profile settings.
   
3. Toggle the Undo send option and click Save.
   You will start seeing the Undo option after you send a reply.

Add notes

Collaborate with other team members and share information or log updates for future reference. You can add:

• Public note: Visible to the contact within their support portal, but does not trigger an email notification.
• Private note: Visible only to agents within your organization, as long as they have access.

1. In the reply editor, click Note.
   
2. Set the visibility of the note:
   • Public: Add the text you want to add as a public note.
   • Private: Use @ within the note to select an agent and add your note. Note that restricted agents, even if tagged, cannot view the ticket.
     You can use all the editor features while adding notes.
3. Click Add note. 

Note: When replying to Web Chat tickets (default replying), you can only add private notes.

Forward tickets

Forward the ticket to third-party vendors or external users.

1. Click Forward from the action bar.
    
2. Add the recipients in To, CC, and BCC fields.
   Any subsequent replies from the recipient will be added as a private note in the ticket. You can further respond to these replies and continue the conversation in the ticket thread. Additionally, you can use all the Editor features to add any additional text.
3. Click Forward. While forwarding a ticket, you can also choose a ticket status. By default, the status is open.

Note: The Forward option will only forward the last 4 interactions in the ticket. You can also forward an individual reply from the ticket. However, you cannot forward private notes added to the ticket.

More Actions

The action bar provides additional actions that you can perform on a ticket. Click on the three dots in the action bar:

• Merge
• Execute scenarios
• Log time
• Edit ticket details
• Delete
• Print
• Spam

Merge tickets

At times, customers may raise multiple tickets for the same issue, through different channels or via different team members. In such cases, you can merge them into a single ticket.

Note: Merge action cannot be performed other channel tickets such as Web Chat, WhatsApp ticket, Facebook and Instagram 

What happens when you merge tickets?

• You select one ticket as the primary ticket. All others become secondary tickets.
• You can choose to retain all requesters and CCs from the secondary tickets.
• All conversations from the secondary tickets are moved into the primary ticket and arranged in chronological order.
• A note is added to secondary tickets linking them to the primary. If the note is public, requesters may receive an email notification about the merge.
• All secondary tickets are closed.
• Any agent with default roles can merge tickets. For custom roles, the “Merge/split a ticket” permission is required.

To merge tickets:

1. From the action bar, click on the three dots and select Merge.
   
2. In the Merge ticket pane, search for the tickets. You can search by contacts, ticket ID, or subject.
   
3. As an optional step, select Add secondary ticket recipients to CC.
4. Click Continue.
5. On the next screen, review the merge details:
   • Check the ticket hierarchy.
   • Edit the notes, if required, and choose whether to make notes private or public
     
6. Click Merge.

Once you merge the tickets:

• Secondary tickets are removed from the ticket list view.
• You can see private notes in the primary about the merge and all conversations from the secondary tickets.
• You can merge multiple tickets at once from the Ticket list view. Select all the tickets you wish to merge and repeat the steps above.
• You can also merge tickets with association types like Parent, Child, or Related.
  

Execute scenarios 

Keyboard shortcut (s)

Execute scenarios on tickets to automate repeated tasks. For example, for a ticket related to refunds, you may:

• Tag the ticket as Refund
• Assign the ticket to the Refunds group, and
• Set the status of the ticket to Processing Refund.

Instead of doing these repeatedly, you can create a scenario automation and execute them in a single action.

Note: Agents can execute scenarios on tickets only if admins have created the required scenarios. For instructions, see Execute Scenario Actions on Tickets.

To execute scenarios on tickets:

1. On the Action bar, click on the three dots and select Execute Scenarios.
   
2. Choose the scenario and click Execute.
   

You can also do bulk action on multiple tickets. For details, see Execute Scenario Actions on Tickets.

Log time

Keyboard shortcut (m)

Track the time spent on each ticket using the start/stop timer. To log time:

1. On the Action bar, click on the three dots and select Log time.
   
2. On the time log pane:
   • Choose the agent name.
   • Enter the time HH:MM format. You can leave it black to start the automatic timer.
   • Add the date and enter any notes, if required.
   • Click Save.
     

Once added, you can see the logs in the Additional Info pane on the right. For detailed information on how time logs, see How to Track Time on a Ticket.

Edit ticket details

Keyboard shortcut (e)

1. Use this option to edit the ticket details. 
2. In the pane that opens, modify the ticket details and click Save.

Other actions

A few more actions you can perform are:

• Delete ticket (#)
• Print ticket
• Mark the ticket as spam
  You can view all the spam tickets in the Spam Ticket View.

Signup Date: Before December 2025

• Watch a ticket
• Reply to a ticket
  • Reply to multiple recipients
  • Creating and using canned responses
  • Quick actions in replies
  • Undo send
• Add notes to a ticket
• Forward a ticket to a third-party
• Merge two or more tickets
  • Automation scenarios on ticket merge
• More actions

The Ticket Actions bar in the ticket details view provides several key actions you can take on a ticket. Use these buttons to work on tickets.

From left to right, the action bar contains:

1. Watch icon: Receive email notifications when a ticket is updated.
2. Reply: Add a response to the ticket.
3. Add note: Add a public or private note to the ticket.
4. Forward: Send the ticket to a third party.
5. Close: Change the ticket status to Closed.
6. Merge: Merge two or more tickets into one.
7. Delete: Delete an obsolete ticket.
8. More actions (Overflow menu): Contains more ticket actions.

Each action is explained in detail below.

Watch a ticket

You may need to track important tickets, even if they’re not assigned to you. Becoming a watcher means you’ll receive email notifications every time a ticket is updated.

Click the Watch button to view the list of agents watching the ticket. Within the popup, click Add me to add yourself to the list. You can also use the Search bar to add other agents to the watch list.

Tip: The “Tickets I’m Watching” view on the Tickets tab shows you a list of all the tickets you’re watching.

To remove yourself from a watch list, click the Minus symbol next to your name in the list. You cannot remove other agents from the list.

Reply to a ticket

Use the Reply button to respond to your customer queries. When you click on it, it initiates a text editor similar to an email editor. You can:

• Format your text using common options such as bold, italics, underline, text color, and lists
• Add tables, links, images, and code blocks
• Insert solution articles, canned responses, and canned forms
• Attach files and more

Archiving old tickets still ensures attachments remain accessible, as emails and attachments don't expire.

The options in your editor change with the source of your tickets. For example, channels like Facebook do not allow formatted replies.

Note: Admins can enable an option called ‘Font preference for agents’, which allows agents to choose font family and size in their replies. To enable this, navigate to Admin > Account > Helpdesk Settings and toggle on the option.

Draft responses are automatically saved (every ~30 seconds) as you type them, but are deleted after 24 hours if unused.

Reply to multiple recipients

By default, you can add only one recipient while responding to tickets. However, if your Admin enables the "Flexible Email Recipients" option in Email Advanced Settings, you can add multiple recipients in the "To" field. This gives you the flexibility to move the requester to the CC or BCC field.

Notes: 

• The requester of the ticket will remain the same unless manually updated by the agent. However, if you remove the requester from all fields, the email reply will be threaded as a private note.
• You can add up to 50 recipients in total, combining the "To," "CC," and "BCC" fields.

Creating and using canned responses

Canned responses are response templates that you can quickly insert into a ticket. Admins can create global canned responses for the entire organization while agents can create personal responses accessible only to them.

To create canned responses:

1. Go to Admin > Agent Productivity > Canned Responses.
2. Click New Canned Response.
3. Enter a suitable title in “Response title” and the exact content in “Message”.
   • You can use placeholders in the message to insert dynamic content, e.g. Name of the customer, public URL of the ticket, etc.
   • You can attach files to the canned response.
4. Click Save.

To insert a canned response in a ticket:

1. Click Reply or Add note to start a response to the ticket.
2. Click on the Canned response button.
3. Choose a response from the panel. Your personal responses are in the Personal folder.
4. Click the Insert canned response button to add it to your existing email body, or click the Replace canned response button to erase the message body before adding it.

Quick actions in replies

• Type /c into the reply body to insert a canned response without replacement. Use the search popup to find the right canned response.
• Type /s into the reply body to insert a solution article. Use the search popup to find the right article.

Undo send

This feature is available from the Growth plan onwards.

After sending an email, you can cancel the action within 10 seconds. To enable this:

1. As an agent, click your profile in the top right corner and select Profile settings.
2. Enable the Undo send toggle and click Save.

You will start seeing the Undo option after you send a reply.

Add notes to a ticket

Use the Add note button to insert a note that allows you to discuss a ticket with other agents, share progress, or log updates for future reference. Similar to a reply, you can use rich text formatting and attach files to the note.

Each note is marked as either Public or Private.

• Public notes are accessible to the requester within their support portal but do not trigger an email notification.

• Private notes are only accessible to agents within your organization, as long as they have proper access.

Tip: In private notes, you can tag agents to send them an email notification. Use the Notify to field or type @ within the note to select an agent. Note that restricted agents, even if tagged, cannot view the ticket.

Forward a ticket to a third-party

Use the Forward button to send a ticket to third-party vendors or external users. While forwarding the ticket, you can attach files and add the ticket URL to the email body if necessary.

Any subsequent replies from the recipient will be added as a private note in the ticket. You can further respond to these replies and continue the conversation in the ticket thread.

Warning: The Forward option will only forward the last 4 interactions in the ticket. You can also forward an individual reply from the ticket. However, you cannot forward private notes added to the ticket.

Merge two or more tickets

A customer might contact you through multiple channels or via multiple members of their team. Such tickets should be merged into one.

Warning: The merge action is irreversible.

When you merge tickets, the following things happen:

• You choose one ticket to become the primary ticket. The others become secondary.
• You choose whether to retain all requesters and CC emails from the secondary tickets.
• All conversations from secondary tickets are moved into the primary and sorted chronologically.
• A note is added to all secondary tickets linking to the primary. If the note is public, the requesters might receive an email notification about the merge.
• All secondary tickets are closed.

Any of the default roles can merge tickets. Custom roles will need the “Merge/split a ticket” permission. To merge tickets:

1. From the action bar, click Merge.
2. In the dialog that pops up, add more tickets to the merge using the Search bar and dropdown, or remove tickets by clicking the Minus icon.
3. Review which ticket is marked as primary.
4. Optionally, check the checkbox to “Add secondary ticket recipients to CC” and click Continue.
5. From the next screen, review the hierarchy of the tickets and the notes added to each by clicking “Edit note” or the Pencil button. You can also mark notes as public.
6. Click Merge. This is irreversible.

Secondary tickets will disappear from the ticket list view. When you open the primary ticket, you’ll see private notes indicating the merge and containing all conversations from the secondary tickets.

Tips:
You can also merge tickets from the Tickets tab. Select the tickets to merge using the checkboxes to the left and follow the procedure as described above.
You can also merge tickets with association types like Parent, Child, or Related.

Automation scenarios on ticket merge

Warning: If you have an automation rule to notify requesters when a ticket is closed, a ticket merge will trigger that notification. To avoid this:

1. Go to Admin | Workflows > Automations and click the Ticket Updates tab.
2. Click New Rule and set the following rules.
   • Involves any of these events: "Status is changed" from "Any status" to "Closed"
   • On tickets with these properties: "In Tickets", if "Ticket is merged?" is "false"
   • Perform these actions: "Send email to requester"
3. Fill out any remaining fields and save your automation.

More actions

Other common actions are contained in the overflow (triple dot) menu. These actions include:

• Edit ticket details
• Print the ticket
• Mark the ticket as spam

The Edit ticket details option lets you modify a ticket's Contact, Subject, and Description.

This menu might have more features based on your plan and apps.