FRESH DESK INSTRUCTIONS


Go to:   https://rdasystems.freshdesk.com/support/login

Click on the link beside, Are you an Agent? To go to Agent Login Screen


Viewing Tickets

  • Tickets are viewable based on group set up

  • Click on Tickets from the top menu to view tickets.

  • Use the Down Arrow at the top to choose from the default ticket filters

  • Click on a ticket description to view ticket


Create Ticket Filters

  • Pull up an existing filtering group and make desired changes on the left 

  • Click on the far right check mark (hover it reads Save As) to change name and Save


Add a New Ticket

  • Click + New at the top right of the screen and choose Ticket

  • Begin typing in requester’s name (it will begin searching, choose the correct requester)

  • Select Type of ticket -- Question, Incident, lead, etc.

  • Leave Status and Priority at defaults unless urgent and Priority needs to change

  • Select Group - what module/process do they need help with

  • Select Product Group - Breeze or RDA 4.0

  • Select Module - What process are they trying to run

  • Process is optional

  • Enter Subject which is the process/report in which the requester needs help

  • Type in Description of question/problem

  • Click on Submit


Taking the Assignment of a Ticket

  • Select Ticket

  • Select Agent 

  • Ensure all required fields are populated properly (Group, Product Group, Module)

  • Click Update

  • First response is based on replying to the customer; Click on Reply at the bottom which sends an email to the customer and indicate that you have taken the assignment of the ticket and will be contacting them shortly.

  • Private notes only viewable to support can be entered by clicking on Add Note; Do not need to add a recipient to only add notes to the ticket (Private notes do not meet the first response SLA)

  • To send a private note to another support member, click on the Add Note and enter the email address of recipient and then type in your note

  • When finished with note click on Add Private Note


Resolving and Closing a Ticket

  • Type in final notes of ticket resolution or reply to customer as needed 

  • Type in Total Time on Ticket in Minutes on the right hand side

  • If waiting on a response from the customer and not ready to close the ticket, the status can be set to Resolved

  • If not waiting for a response from the customer, the status should be set to Closed

  • If adding a private note, click on Add Private Note and choose Add and Set as Resolved or Closed

  • If replying to customer, set the status as Resolved or Closed on the right side

  • Ultimately all tickets should be set to Closed


Escalating a Ticket

  • Type in a private note with information to pass on to escalation team which will be included in an email notification

  • Go to Scenarios at the top menu and click the team to receive the escalation ticket and click Execute.

  • The ticket will automatically be assigned to the new group

  • Two emails will be sent - One to notify of the new ticket and one to notify the escalation and include private notes that were entered.

  • New recipient of the ticket will need to assign them self as the new agent


Searching for Tickets

  • Click on Tickets from the top menu

  • Choose to view All tickets from the filter options

  • Enter more filter options on the left side for desired search

  • Filtering examples may include:

    • Agents - include tickets assigned to specific agents

    • Created - choose the time frame the ticket was created

    • Status - add all applicable statuses that would be assigned 

    • Customers - choose specific customers that submitted the tickets

    • Product Group - Choose appropriate product group for tickets

    • Module - Enter appropriate module(s) or leave blank for all modules

Merging Tickets

  • Use this process only when a duplicate ticket is added; do not merge a ticket that has already been worked on by the Agent

  • Access the ticket

  • Click on Merge at the top

  • The ticket you are merging will be on the left side and the choice of tickets to merge to will be on the right

  • Select ticket to merge to and click on Continue

  • Confirm that the merge is correct and click on Confirm and Merge


Deleting Contacts

  • Each situation should be reviewed before deleting a contact because there are different steps to take

  • If the contact address could be used again, must go to that contact, click on edit and change the email address to an invalid address so you don’t delete an email that may need to be used again; once that’s done delete contact

  • If the contact has ticket history, the contact needs to be merged with the correct contact; go to contact and click on Merge (follow steps from Merge section)


Important facts to know about Managing Tickets and effect on SLA (Service Level Agreement)

It is important to understand how managing tickets affects SLAs.  Please read below to ensure that our reporting is reflecting how Customer Care is maintaining our service level agreements.

  • Emailing the customer from the ticket updates the first response SLA

  • Customer Care team should email the customer as soon as possible, even if agent is not ready to work on the ticket, notify the customer of the assignment

  • Adding a private note does not affect the first response SLA

  • If a ticket is closed and then reopened by the customer, only the average response time and resolution time are affected

  • The count time for first response SLA, average response time, and resolution time SLA, are all affected when the ticket status is Open and Pending

  • The very first response to the customer on a particular ticket affects the first response SLA, but when status is changed to Open while working with the customer, the average response and resolution SLAs are affected

  • After first response, status should be changed from Open to
    Waiting on Customer if waiting for a response or Pending when agent is working/researching a ticket (or other applicable status)

  • We have three levels of priority which are listed below with the first response SLA and the resolution SLA

    • Urgent - 1 hour, resolve within 8 hours

    • High - 1 hour, resolve within 12 hours

    • Medium - 3 hours, resolve within 1 day

    • Low - 3 hours, resolve within 3 days

  • All tickets default to Low priority, but if we have a customer that has priority assistance those customers will be setup to assign a higher level of priority and support must respond to that customer within the SLA time frame

  • Tickets should be closed within the resolution SLA if possible

  • Check help desk at the end of day and end of the week to close out any tickets that can be closed

  • Resolved Status is used when ticket is resolved, but waiting for customer response

  • Closed status should be entered when ticket is ready to close; all tickets should at some point be changed to Closed 

  • Resolution time ticket stops when the ticket is set to Resolved or Closed; if customer or agent opens the ticket again, the ticker begins again