Ticketing system on Freshdesk is designed to do so much more than just sending replies. Prioritize every ticket based on the keywords. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are front and center.
1. Collision detection - See who else is viewing or replying to the ticket.
2. Canned responses- Save replies to common tickets and reuse them.
3. Smart notifications- Get notified within the tool about ticket updates.
4. Custom ticket view- Choose which tickets you want to see first.
5. Merging tickets- Merge tickets about the same issues into one.
6. Activity log- View every agent and system activity on the ticket.