How do I create a ticket for my own reference? :

Last updated: 2018-09-19

Source: https://support.freshdesk.com/support/solutions/articles/236373-how-do-i-create-a-ticket-for-my-own-reference-

At times, an agent might need tickets for his/her own reference.

Such a ticket can be created by clicking on New ticket icon from the Menu bar. The SLA timers would still be ticking on such tickets.

As a workaround, the agent can send in an email ticket (send an email to the support email address) and then reply or can add a public note to the same ticket from Freshdesk, this way the First response SLA would not be violated.