So right now, Freshservice requires agents to enter resolution notes, but there isn’t a built-in structure to guide what a “good” note should contain. Every technician writes notes differently, which makes it harder for teams to maintain standards and harder for Freddy to learn from well-structured examples.
The Problem
• Resolution notes are often inconsistent
• New technicians have no guidance on what information is expected
• No way to enforce structure or standardization inside the platform
• Freddy’s training data is only as good as the notes we provide
• Agents waste time retyping the same structure for every ticket
There’s currently no way to define a default template that appears automatically in the Resolution Notes field.
The Proposed Solution: Resolution Note Templates
Allow admins to create a simple text template that automatically loads into the Resolution Notes field the moment an agent opens that field to add notes.
How the Feature Would Work
1. Admin sets the default template under settings for their workspace
2. When an agent clicks “Add Resolution Notes,” the field opens pre-filled
3. Agent fills in the details instead of starting from a blank box
Future enhancements could include:
• Templates specific to agent groups or teams
• Multiple templates selectable per ticket type
