Freshservice: tickets, service requests, SLAs and notes
How agents work in Freshservice: incidents and service requests from the service catalog, ticket statuses and custom statuses with SLA timers, how SLA policies set first response and resolution due times, public and private notes versus replies, canned responses, solution articles, and what the Workflow Automator does.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Freshservice
Skills you'll practise
- Distinguish a ticket raised as an incident from a service request raised through the service catalog
- Explain how Freshservice chooses an SLA policy and sets First response due and Resolution due
- Use custom statuses and their SLA timer setting appropriately
- Choose between a public note, a private note and a reply, and know which counts as a response
- Use canned responses and solution articles to answer common questions consistently
Course outline
- 1.Freshservice for agentsVideo · 1 min
- 2.Tickets, service requests and statusesLesson · 15 min
- 3.SLA policies and due timesLesson · 15 min
- 4.Notes, replies and reusable answersLesson · 15 min
- 5.Freshservice: tickets, service requests, SLAs and notes: knowledge checkKnowledge check · 15 questions
- 6.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Freshservice Support: What is the difference between a note and a reply?
- Freshservice Support: Is a private note counted as a response under SLA policies?
- Freshservice Support: Understanding Due By times and SLA policies
- Freshservice Support: Understanding custom ticket statuses
- Freshservice Support: Raising a service request
- Freshservice Support: Creating solution articles
- Freshservice Support: Create common reply templates with canned responses
- Freshservice Support: Create workflows using Workflow Automator
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