This article guides you through checking the status of your requests, adding notes to your requests and closing the requests when you no longer need it.


FreshService home page. My Tickets icon circled in red.


Image: click on the My Tickets icons to see the status of requests you have submitted


You can see an outline of your four most recently submitted tickets by hovering over My Tickets.

For each of the four tickets, you can see the ticket's name, ticket ID number, when you submitted the ticket and the ticket's status.

Hints and tips
If you need to discuss a ticket, having the ticket ID number handy will ensure the person you're talking to is looking at the correct ticket.


You can either click on the ticket name and ticket ID number to see more detail about that ticket, or you can click on My Tickets to see all tickets submitted by you.


Image showing list of four most recently submitted tickets. List shows ticket name, ticket ID, which agent is assigned to the ticket, and the ticket status.

Image: hover over My Tickets to see recently submitted tickets

Viewing the list of tickets submitted by you


You can filter your submitted tickets to see all your tickets, tickets which are still active (open or pending), and tickets which are no longer active (resolved or closed).


Tickets can be sorted by the date you submitted the tickets (date created), when activity was last recorded on the ticket by you or by the agent (last modified), or by status (e.g. waiting approval, assigned, closed).


Alternatively, you can use the search bar to find your ticket. Typing part of the ticket name or ticket ID number and pressing 'enter' on your keyboard will produce a list of tickets which match that criteria.


Image of Open or Pending dropdown list and Sort By Status dropdown list. A red circle highlighting Open or Pending, and a red circle highlighting Sort by Status.

Image: ticket filtering and sorting options



As well as the ticket name, ticket ID number, when you submitted the ticket and the ticket's status, you can also see the name of the agent assigned to the ticket.



Image showing ticket list page. Tickets show ticket name, ticket ID, which agent is assigned to the ticket, and the ticket status.

Image: click on My Tickets to access all tickets submitted by you


Definition
  • An agent is a person who has specialised experience in the field you are enquiring about and who is responsible for assisting you with your query. An agent can change throughout the life of a ticket.
  • A requester is someone who is submitting a service request through the FreshService system.
In short, you are the requester. The person working to assist you with your submitted ticket is the agent.


Ticket details, adding notes and closing the ticket


You can see the ticket's full details by clicking on the ticket name and ID number. This includes the details of your original request, any public notes added by the agent, emails sent to you from the ticket and any notes you've added to the ticket.


Image showing summary of ticket details.


Image: you can see your ticket's details, add a note or close the ticket


When you are on the ticket-details screen, you can add additional information and you can close the ticket.


Information added by clicking on the 'reply' button can include copy-and-pasted information, drag-and-dropped images, and files you upload by clicking on 'Attach files'. When you have finished adding your note and have clicked on 'reply', a notification will be sent to the agent assigned to the ticket.


Marking the ticket as closed will close the ticket and send a notification to the assigned agent to let them know. It is helpful to the agent if you add a note explaining why you have chosen to close the ticket.