Dust · My workspace
A user can't connect to the VPN after the latest update — open a ticket for them and check if we have a fix article already.
dust
Completed in 13 sec
Using Freshservice
Done — I checked Freshservice for an existing fix, then opened and replied to a ticket for the requester.
Ticket created
- INC-4821 opened. Subject: 'VPN connection fails after 6.4 client update' — logged against requester Maria Chen ([email protected]), priority High, category Network.
- Reply sent to requester. Posted the matching KB steps as the first public reply so Maria can try the workaround immediately while the agent investigates.
Existing fix found
- Solution article #312 matches. 'Reauthenticate VPN after 6.4 update' — covers exactly this symptom and has resolved 40+ prior incidents.
- Linked in the reply. Article steps were pasted into the ticket reply so the fix is one click away for the user.
What you can do with Freshservice
Find the fix before escalating
Search solution articles, pull requester context, and read full ticket history so agents resolve incidents with known answers instead of starting from scratch.
list_solution_articles
get_solution_article
get_ticket
get_requester
Open and progress tickets
Create tickets and tasks, post public replies or internal notes, and publish new solution articles — all without leaving the conversation.
create_ticket
add_ticket_reply
add_ticket_note
create_solution_article
Run the service catalog & ITSM
Browse service items, departments, and SLA policies, and check approvals or on-call schedules to route requests and answer ops questions fast.
list_service_items
get_service_item
list_sla_policies
list_oncall_schedules
Supported actions in Freshservice
Read & Search
- List Tickets
- Get Ticket
- Get Ticket Read Fields
- Get Ticket Write Fields
- List Ticket Requested Items
- List Ticket Tasks
- Get Ticket Task
- Get Ticket Approval
- List Ticket Approvals
- List Departments
- List Products
- List Oncall Schedules
- List Service Categories
- List Service Items
- Search Service Items
- Get Service Item
- Get Service Item Fields
- List Solution Categories
- List Solution Folders
- List Solution Articles
- Get Solution Article
- List Requesters
- Get Requester
- List Purchase Orders
- List Sla Policies
- List Canned Responses
- Get Canned Response
Create & Update
- Create Ticket
- Update Ticket
- Add Ticket Note
- Add Ticket Reply
- Create Ticket Task
- Update Ticket Task
- Delete Ticket Task
- Request Service Approval
- Request Service Item
- Create Solution Article
37 total actions available (27 read, 10 write)
Frequently asked questions about Freshservice
Yes, Dust agents can create, update, and manage tickets in Freshservice.
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