1. To kick off, click on "New".
2. Then, click on "Ticket".
3. Following that, fill in the details of the ticket like contact, subject, type, course, priority, description, etc.
4. You can also add a new contact or add a cc.
5. Once done, click on "Create".
6. You have successfully created a ticket in Freshdesk.
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FAQs
How do I start creating a ticket in Freshdesk?
To start creating a ticket in Freshdesk, simply click on the "New" button from your dashboard, then select "Ticket" from the dropdown options. This will open the ticket creation form where you can input all relevant details.
What essential details must be filled when creating a ticket?
You need to fill in the contact information, subject, ticket type, course (if applicable), priority level, and a detailed description of the issue or request. These details help prioritize and address the ticket efficiently.
Can I add multiple contacts or CCs to a Freshdesk ticket?
Yes, Freshdesk allows you to add new contacts or include CC recipients while creating a ticket. This ensures that relevant parties are informed and able to follow the ticket’s progress.
What happens after clicking the Create button?
Once you click "Create," the ticket is saved in Freshdesk and made accessible for your support team to review and act upon. You will see a confirmation that the ticket has been successfully created.
Is it possible to create tickets on behalf of customers?
Yes, support agents can create tickets on behalf of customers by selecting or adding the customer’s contact information during ticket creation, enabling better customer service management.
Can I set ticket priority when creating it?
Absolutely, the ticket creation form includes an option to set the priority level such as Low, Medium, High, or Urgent. This helps your team address more critical issues promptly.
How can I ensure the ticket is assigned correctly?
While creating the ticket, you can assign it to a specific agent or team depending on your workflow setup. Otherwise, Freshdesk’s automation rules can route tickets after creation.
Are there templates to speed up ticket creation?
Freshdesk supports pre-defined ticket templates and canned responses which you can use to quickly fill in frequently used ticket details, saving time and improving consistency.
Can tickets be edited after creation in Freshdesk?
Yes, tickets can be updated or edited after creation to add additional information, change status, or reassign as required, ensuring all relevant details remain accurate as the issue progresses.
How do I create a ticket quickly using Freshdesk’s interface?
To create a ticket quickly, use the “New > Ticket” shortcut from the dashboard, keep frequently used fields pre-filled with templates, and leverage automation to assign and prioritize tickets effectively.