When viewing Customer Support tickets, a lot of the time, we will receive tickets that do not belong to us. When tickets come, whether it is a voicemail or whether it a complaint, the majority of tickets are automatically assigned to Customer Support. Our job is to identify which tickets belong to us and which tickets we have to assign to other departments.

To begin, always ensure you are viewing tickets that are OPEN TICKETS. Here are the steps to ensure you are looking in the right place.

1. Open your Freshdesk Dashboard, and click on "Dashboard"

2. You want to ensure that your filters are set to "All Products" and "Customer Support"

3. Once that is selected, click on the box where it says "Open"

4. Now ensure that the filters have been applied and the top left screen says "Open tickets"