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When you open a ticket in Freshdesk, you’re presented with the Ticket Details View, which comprises several information segments. Understanding these segments helps you process tickets quickly and efficiently.

Overview of the Ticket Details view

When you open a ticket, there are a lot of details on the page.

The segments of information are as follows:

1. Ticket body: the actual conversation between the ticket requester and support agents
2. Ticket actions bar: buttons for common actions taken on tickets
3. Properties widget: metadata for the ticket
4. Apps pane and shortcuts: contact details, efficiency tools, and other apps
5. Collaboration features: Threads for private conversations and ticket history to check all updates on a ticket
6. Navigation features: quick navigation between tickets

Each segment is explained below.

Ticket body

This segment shows the messages and notes added to the ticket. Based on your admin settings, the content might be in chronological or reverse chronological order by default.

You may change this setting for yourself:

1. As an agent, click on your profile in the top right corner and select Profile settings.
2. On the right, change the Sort Conversations setting from the dropdown and click Save.

(Growth plan onwards) Admins can set a default order for all agents:

1. As an admin, go to Admin > Account > Helpdesk settings.
2. Change the Sort Conversations setting from the dropdown and click Save.
   • Choose "Show newest on top" to see the latest conversations first.
   • Choose "Show oldest on top" to start with the original customer request.

The ticket summary feature

The ticket summary feature is a private note at the top of the ticket body. It is not visible on the customer portal. Agents can edit this note to summarize tickets with a long-running conversation so that when other agents view the ticket, they can quickly understand the context necessary.

This feature is disabled by default. You must be on the Growth plan or higher to enable it.

1. As an admin, go to Admin > Account > Helpdesk Settings.
2. Turn on the Ticket Summary toggle, scroll down further, and click Save.
   

Once the feature is enabled, agents will see a summary section at the top of every ticket body. An agent can click the box and use the rich text editor to add their summary. Other agents can update the summary as necessary.

Ticket actions

This toolbar contains common actions taken on tickets. From left to right, the action bar contains:

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

See How to Process a Ticket for detailed help, additional features, and best practices.

Properties widget

This segment is to the right of the Ticket Body and contains a list of fields associated with the ticket.

At the top of the segment, the ticket’s status and due dates are displayed. The due dates are calculated based on the ticket priority and the SLA rules defined by your organization. If the ticket is waiting for an agent resolution, you may manually change the due date by clicking Edit and selecting one of the options from the popup. Below the status and due date are the various ticket properties set by your organization. You may add Tags, change the Status and Priority, assign an Agent or Group, or modify any other properties. Remember to click Update to save your changes. Understand ticket statuses A ticket has 1 of 4 default statuses: Open: The ticket requires an action by an agent or admin. New tickets are marked Open by default. Any time a customer responds to a ticket, it is automatically moved back to Open status. Pending: The ticket is “paused” while the agent gathers additional information. This is useful to halt your SLA timers. Resolved: The ticket is completed according to the agent, i.e. a solution has been provided. Closed: The ticket is completed according to the customer i.e. a solution has been accepted. Additionally, your organization can add custom ticket statuses using Ticket Fields and set visibility rules based on those statuses. Any statuses created are global to the organization. A ticket may only have 1 status at a time.

Warning: If you attempt to resolve or close a ticket without providing any required fields, an error message will ask you to update those fields.

Apps pane

The right-most segment on the page is the Apps pane. It contains individual widgets for every app added to your Freshdesk account. See Freshdesk Integrations to explore apps.

By default, the Apps pane has 3 important widgets: Contact Details, Time Logs, and To-Do.

The Contact Details widget

This widget contains a profile of the original requester, along with their recent tickets.

The widget contains: Default fields: The requester’s Full Name, Title, and Company are displayed if available. Contact info: The requester's Email and Phone number are displayed if available. The View more info link leads to a detailed view of the requester contact. The Timeline shows recent tickets by the requester, which is useful to understand the requester’s journey through the product. If an agent has permission to edit contact information, they can do so via the Edit link, which opens a panel with the contact details. Empty fields are not displayed in the widget but are in the Edit panel.

Warning: Agents cannot edit the requester’s email address from the Edit panel. They can do so from the Contacts page instead.

Admins can customize the Contact Details widget to surface the most relevant information to agents.

1. Go to Admin > Support Operations > Customer Fields and click Customize Requester widget.
2. Choose up to 15 fields to display and click Save.
   • The 3 default fields cannot be removed or rearranged.
   • Click the ➕ sign to add a new field and choose from the list displayed.
   • Drag and drop the grid icon on the left of fields to rearrange them.
   • Click the ⛔︎ sign to remove a field.

The Time Logs widget

The Time Logs feature allows agents to manually log their time on a ticket, or use timers for automatic logging. See How to Track Time on a Ticket.

The To-Do widget

For complicated tickets, you may need to perform many smaller tasks, such as reproducing an error, downloading logs, or collating information from multiple sources. You can easily list such tasks in the To-Do widget.

You can use the To-Do widget in the following ways:

• To add a task to the widget, type it in the text field and press Enter.
• Once the task is added to the ticket, it is viewable by anyone with access to the ticket. The task also appears on your Dashboard, which is only viewable to you.
• Hover over the task to see the Edit and Delete buttons for it.
• To receive an alert for a particular task, click the Set Reminder option, choose a date and time, and click Save.
  • You must enable Desktop notifications for Freshdesk to receive the alert.
  • You'll also receive a consolidated email from FreshDesk for items due on a particular day.
• To mark an item as done, click the checkbox next to it. You can uncheck marked items at any time.

App shortcuts sidebar

Each app in your Apps pane has an icon in the right-most sidebar. This is useful when you have a lot of apps installed. Hover over an icon to see the app name in a tooltip, and click it to expand the related widget.

The first icon in the sidebar brings up a panel that lets you rearrange apps and control their visibility to optimize your workflow.

Collaboration features

The Threads button and the Activities button are collaboration tools that make it easier to work in a team.

Ticket activity history

In a normal workflow, tickets are passed around from agent to agent who add various bits of information to the ticket. At any time, you can click Activities to view a comprehensive log of all activities on the ticket. See Viewing Ticket Activity History.

Threads

Threads help you to create organized discussions around specific topics or tickets. With Threads, you can discuss a topic in a chat-like interface inside the ticket without adding clutter to the ticket body. See Organize internal conversations with Threads.

Navigation features

Lastly, there are 3 buttons above the apps pane to help you manage your ticket queues faster. If you arrive at a ticket from a search result, these buttons will be disabled.

However, the buttons are enabled if you arrive at the ticket through a ticket list view. The top-left corner shows you the ticket list you arrived from.

Click Previous or Next to move to the previous or next ticket in the list respectively. Click Jump to ticket to bring up a panel with the ticket list view for quick navigation.

As a best practice, use the Agents or Groups filters to create a list view for your tickets, so that you can use these navigation buttons while processing your tickets. See Understand the Ticket List View.