Last updated: 2025-11-18
``` Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan. ```
Click on the New Ticket button to access the ticket submission form.
Although you can access the form even without logging in, it is recommended that you DO login
before submitting a ticket, for two main reasons.
Firstly, it gives you access to the entire form as opposed to when you are logged out (for
instance, if you’re logged in, you can you can specify assets- like your laptop etc.- that the ticket
pertains to).
Secondly, it ensures that the ticket traces back to you easily and avoids potential confusion
caused, for instance, by inadvertently mistyping the email address.
Tracking your Tickets
When you click on the Tickets tab, you get a list of your tickets. By default, this list shows your
open and pending tickets, but you can change the filter to show just the resolved and closed
tickets or all of your tickets.
You can also sort your tickets based on:
● Date Created
● Last Modified
● Status (default)
● Ascending order
● Descending order
From this list, click on the ticket you need to track. This opens the detailed view for the ticket
that provides information like the name of the agent working on it, the current status and any
conversation that has happened on the ticket so far.
At the detailed view, you can post a reply, mark the ticket as closed and even add people to be
notified about future activity on the ticket.
Exporting Tickets
Freshservice/FSBT lets you export your tickets in CSV or XLS format, should you need a detailed
copy of them. You can choose (tickets created in) a specific time period and specific fields to be
Exported.
To export tickets, go to the Tickets tab and click on Export tickets.
Then select the file format, the time period and the fields you need to export.
