1. Once you have logged into the portal, click on the 'New support ticket' button as shown: -
2. Once you click on 'New support ticket,' you will be taken to the ticket form below:
3. The ticket form includes fields such as 'Subject,' 'Description' of the issue you're facing, and additional details like the 'Type' of issue. You can also attach files to the ticket.
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 |
4. If Freshdesk has any articles related to the issue you entered, it will suggest relevant solution articles based on what you type in the subject box. This can help users find a solution without needing to contact the support team.
5.Once you click the 'Submit' button, your ticket will be created in the helpdesk, with the 'Source' field value set to 'Portal.'
6. The user will be directed to the public ticket page, where they can check the ticket's status, add replies, and make notes as needed.
7. The following are the SLAs for different severity levels of incidents,
| Severity | Resolution time |
| Urgent | 6h |
| High | 12h |
| Medium | 1d |
| Low | 3d |