Freshdesk is a widely utilized system throughout our company, providing users with the ability to efficiently resolve issues. Operating as a ticketing system, it is our primary tool for workload management and where your work is measured according to KPIs.

Freshdesk rules and regulations 

• Each queue has its own email address.

• Sending an email to multiple queues / emails will result in either duplicates or missing tickets in the queue 

• All emails should reopen upon reply. Do not mark a ticket 'resolved' - this may prevent them from being opened again.

• You cannot email another freshdesk queue from your ticket. If you need them to work on something to solve an issue you are working on, you must email them from your personal email address or transfer the ticket to their queue and request they send it back to you after their action is completed.