- Once you have logged into the portal, you can click on the “New support ticket” button as indicated: -
- Once you click on New support ticket, you will be taken to the following ticket form: -
- The ticket form consists of information like ‘Subject’, 'Description' of the issue you are facing, along with additional information such as 'Type' of the issue etc. You can also attach files to these tickets.
Type | Description |
Question | Any questions related to the platform can be tagged to this type |
Incident | Error/issue faced while using the platform can be tagged to this type |
Feature Request | Any feature request can be added under this type |
Request | Any request that a user wants to make regarding the platform can be tagged to this type |
- If the Freshdesk has any article related to the entered issue, then the fresh desk will suggest the solution articles based on what you type in the subject box. This will help the user to get a solution without reaching to the support team.
- Once you hit the 'Submit' button, your ticket will be created in your helpdesk with the 'Source' field value set to Portal.
- The user will be taken to the public ticket page where you can check the status of the ticket, add replies, and notes to it when needed.