A 'trouble ticket' or 'ticket' or 'case' is one assigned a number and appears in a queue until a volunteer sees it and acts on it. The volunteer can reply directly to the 'customer', or forward it to another 'agent' and there are automation features in Freshdesk that do complicated things but that feature is not very well explored, yet. | A 'trouble ticket' or 'ticket' or 'case' is one assigned a number and appears in a queue until a volunteer sees it and acts on it. The volunteer can reply directly to the 'customer', or forward it to another 'agent' and there are automation features in Freshdesk that do complicated things but that feature is not very well explored, yet. |