A ticket can be created using the agent portal or customer portal. A new ticket can be created in Freshdesk by three different ways.
- A customer can raise a ticket in the helpdesk by putting in his request or query from the customer support portal.
- An agent can raise a ticket on behalf of the customer, when he is contacted by the customer directly with a query/ request. Here, the agent creates the ticket from the Agent portal with the customer's name as the requester.
- An agent can also raise a ticket for himself in the helpdesk. Here, the agent creates the ticket from the Agent portal with his name as the requester.
Step-by-step guide
Customer Portal
i. Log into the customer portal of FreshDesk. Look for the New Support Ticket button on the right side of the Home, Solutions, Tickets tab buttons.
ii. Fill in all mandatory information in the form and hit Submit. Ticket will be created and an email will be received in Solvay Email.
Agent portal
i. Login into the agent portal of FreshDesk. Look for the New button on the right side of the tab buttons Dashboard, Tickets, Solutions. Hit New and select Ticket.
ii.Fill in all mandatory information in the form and hit Submit. Ticket will be created and an email will be received in Solvay Email.
Tickets when successfully created will appear under the Tickets tab.