FreshDesk Overview

Service Level Agreement (SLAs): 4 hours!

Premium customers take priority over other customers. 

Freshdesk Operational Status: https://freshdesk.freshstatus.io/

Freshdesk Topics: https://community.freshworks.com/using-freshdesk-11320

1. Create the First View

• Name the view Open Tickets
• Set the filter criteria, replacing “Horia Dumitru” with your name.
• Edit the columns by clicking the pencil icon on the right side of the screen.

• Match the columns to the example provided below.

2. Create the Second View

• Name the view Resolved & Closed Tickets.
• Set the filter criteria, replacing “Horia Dumitru” with your name.

• Customize the columns to match those in the first ticket view.
• Once you’ve created and favourited these views, you should see the following results below.

Freshdesk Ticket Status: 

• Open: The ticket is active, and support is working on it. It signals that the request is being investigated or addressed.
• Pending - The support team is waiting for more information from the customer. Action on the ticket is on hold until the customer responds or provides the needed details.
• Resolved - The support team believes the issue is resolved. The ticket is closed on the support side, but customers can reopen it if further assistance is needed.
• Closed - The ticket is fully completed and closed. When a customer replies to a closed ticket, it reopens the ticket, bringing it back into your active ticket queue for further action.
• On Hold - The ticket is paused due to factors beyond the support team’s control, such as waiting on a third-party vendor or internal team. Action will resume once the necessary external input is received.
• Waiting on Customer - needs additional information or action from the customer before proceeding with the ticket. This status is typically used when:

• The support team has requested clarification or additional details from the customer to resolve the issue.
• The ticket cannot proceed until the customer provides the required input.