ist of all properties as displayed in the Agent Ticket View:

Tags Type Plugin Reference Theme Reference Status Priority Group / Agent Website / Ticket URL External Forum URL Trello Board URL Credentials YouTrack Issue Link

1. Tags: There are many tags available and they can be added free form if the one being typed does not auto-populate (please check spelling at all times and use initial caps).
2. Type - may be set via various rules being employed by Freshdesk; change as needed while reviewing ticket.
   • General Inquiry - can be used for any generic type of questions such as how to add custom CSS or where do I find a specific feature set.
   • Pre-Sales - used when a non-subscriber asks if a feature set exists (often times originating from the “Contact” form).
   • Problem - customer is describing something not working as expected.
   • Bug Report - confirmed that the problem exists in more than one instance (multiple customers or reproduced in testing). Note that even though a customer may describe it as a bug report, it may not be, so change appropriately.
   • Feature Request - customer looking for an enhancement of an existing feature set or an additional feature set not available elsewhere (such as a third-party plugin).
   • Billing - Account related tickets, often times to do with subscriptions and/or requirements for invoices, refunds, etc.
   • Affiliates - Affiliate Questions
3. Theme Reference  - Use the drop-down selectors to choose the theme brand, the theme itself or another relevant reference for the issue related to the theme
4. Status - Default: Open
   • Open - a new unassigned ticket (or a response to an existing ticket).
   • Pending - a ticket where the agent still has more work to accomplish, generally before sending the customer a response
   • Resolved - the agent believes they have provided the best appropriate response to the customer and no further information is needed to be added.
   • Closed - aside from rare use cases, Freshdesk (via rules) will close any resolved ticket 12 hours after the “Resolved” status has been set.
   • Waiting on Customer - waiting for a response from the customer such as after making a request for login credentials and/or confirmation a solution provided worked. This status will automatically close the ticket after 10 days.
   • Waiting on Third-Party - waiting for another person outside of the support team such as, for example, a developer that has been queried for additional assistance and/or a You Track ticket has been created.
5. Priority - Default: Low
   • This is a required field and would rarely need to be changed.
6. Group / Agent 
   • Group - Set appropriately as needed. Choose from the drop-down list if necessary; default: … (required to be set). Note: *-Admin and *-Quarantine are not going to be set by Support in most cases.
     • BOWP - Best of Wedding Photographers related tickets
     • Tesla Themes - Tesla Theme related tickets
     • Not Supported Related i.e.  Marketing questions, etc.
   • Agent - Set to self: … (should be set immediately after opening ticket)
     • Remain as "Unassigned" for tickets that do not require agent interactions (and set status to "Resolved")
7. Website / Ticket URL - Although the website should be added to the customer profile, it may also be different for the specific ticket in question.
   • The customer may also be providing a specific URL on a site where the issue is occurring; this is helpful to note for reference where to find the issue at hand.
8. Credentials - relevant to the specific ticket.
   • These may apply in general to the customer and can be added to the customer profile as well, in most cases.
9. YouTrack Issue Link
   • Copy relevant URL from YouTrack here (also to note, using this field points to using the Bug Report ticket Type)
   • Further to note, copy the ticket URL into the YouTrack issue (if new as part of the issue content; if existing, add ticket URL as a comment in YouTrack issue).