We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
Flags are default labels in Freshdesk. They appear in the ticket list view and inside the ticket details page when certain activities occur:
New: This flag shows on a ticket when an agent's response to the customer is pending. It remains until the first response/resolution isn't overdue.
Customer Responded: This flag displays when a customer responds to a ticket.
Overdue: This occurs when the ticket surpasses its resolution time without being resolved.
Response due: This flag appears when the agent's first response isn't sent within a specific time based on the SLA.
These flags are default and hardcoded, unalterable or removable. Ticket filtering using these flags isn't an option as of now
