Freshdesk Workflow Reference Cheat Sheet

This is a reference cheat sheet showing a sample Freshdesk ticket workflow with statuses and agent actions. Use it to understand Open, Waiting on Customer, Pending, Resolved, and Closed statuses.

Status Color Guide:

Open New ticket, needs agent review
Waiting on Customer Waiting for customer info
Pending Agent performing internal actions
Resolved Solution sent, waiting for confirmation
Closed Ticket confirmed fixed and finished

Status: Open

Customer: Jane Doe

"I can’t play any audiobooks after logging in today. It keeps showing an error."

New ticket, agent reviewing subscription and last login.

Status: Waiting on Customer

"Hi Jane, please tell us which device and browser you’re using, and try clearing your cache."

Waiting for customer info to proceed.

Status: Pending

"I’m using Chrome on Windows 11, cleared cache, still not working."

Agent investigating: error caused by browser autoplay restriction.

Status: Resolved

"We’ve updated your account settings. Please try playing your audiobooks again."

Agent believes issue is fixed, waiting for customer confirmation.

Status: Closed

"Yes! It works now, thank you!"

Ticket confirmed resolved and closed.