Support Guide: How to work with tickets on Freshservice

You've landed on our support article. If you are looking to learn about Ticketing in Freshservice, check out our Ticketing page.

You can think of a ticket as a case-sheet that contains the entire history of an issue- right from
the minute it was reported to the time it gets closed.

Tickets are classified into two distinct categories- Incidents and Service Requests.

• An incident can be defined as an unplanned interruption to (or a reduction in the quality
  of) an IT service. An issue with the WiFi, for instance, is an incident.
• A service request is a request from a user for information, advice, a standard change or
  access to an IT Service. The most common example, arguably, is the good old password
  reset request.

Every ticket carries a unique ID that differentiates it from the rest. The ticket ID has two parts: The ticket type indicator and the number, for example in INC-123, INC stands for incident and 123 is the ticket number. All modules in Freshservice use the same scheming to generate unique identifiers.

The type indicators are:

• INC- Incident
• SR- Service Request
• PRB- Problem
• CHN- Change
• REL- Release

Creating Tickets

Freshservice allows for the creation of tickets through 3 main channels:

1. End User Portal - Users can raise an incident or a service request from the end user
   Portal.

2. Email - Your service desk has a specific email address that the account admin set when
   they signed up for Freshservice. When a user sends an email to this address, it
   becomes a ticket automatically.

3. Phone - When a customer decides to give you a call to report an incident or, for that matter, just walk over to your desk, you can create a ticket on their behalf.

Apart from the above mentioned channels, as an agent, you can also create incident and service requests on behalf of your customers. 

To create a incident ticket or a service request for your customer, log into your Freshservice account and click on the + New button on the top right corner. 

In the screen that follows, fill in the necessary details and click Save.