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On occasion, agents might need to access additional information about a requester - such as their contact details or the company they belong to - while wor...

In most helpdesks, a ticket can have one of four statuses:  Open, Pending, Resolved, or Closed. When a ticket requires any action from you or your agents, ...

Often your agents will need to perform a series of tasks - such as reproducing an error within 24 hours, or downloading issue logs - before they can resol...

Sometimes, you may have to follow up with a customer and ask them if the issue they had was resolved. Other times, you might want to get more information t...

There are times when tickets come in high volume and agents need to minimize distractions and focus on being quick and efficient. For such situations, Fresh...

Freshdesk helps you navigate your way around your helpdesk easily by using keyboard shortcuts. These shortcuts can be used to perform repetitive tasks qu...

Let's say that a ticket has been assigned or reassigned to you and you want to understand what properties have changed, automatically or manually, s...