Freshdesk Help Guides & Videos

Freshdesk Help Guides & Videos

This document will contain video guides and sample images to assist with process in Freshdesk.

1. How to see if another user is on the same ticket as you

When you load into another ticket, if another user is on the same ticket it will show a circle with a number of other admin users on the ticket. If you hover over it, it will display the user's name/s.

If another user is responding to the ticket, it will show a pencil and paper icon and the name of the user replying. This is a helpful feature that will prevent double up of replies to members / customers.

2. Video guides

a) Dashboard view and options

b) Contacts

c) Company overview

d) Creating new contacts and companies

e) Ticketing views and filters

f) Ticket properties and statuses 

g) Replying to tickets internal and external 

h) Contacts with multiple lodges 

i) Merge tickets