Stellar-OB-004-Freshdesk-FAQ

You can log in to Freshdesk using the below Link:

https://sbs-support.solvay.com/support/login

Freshdesk allows SSO (single signon) i.e. if you are logged into Solvay Email then you can automatically login into the Freshdesk Portal

Ticket Priorities in Freshdesk can be categorized as

P1-Urgent 

P2-High

P3-Medium

P4-Low

Open

Pending

Need for more information

Waiting on third Party

Transferred

Transferred to CM

Resolved

Activities before Closure

Closed

CGI will be referring to a tool called “Watch” for SLA deliverables.

We can transfer to right group if we have knowledge to assess the ticket and reassign, This can be done by changing the status to transferred and assigning to right group by selecting group name under Group field.

If we are unable to assess which group the ticket should be transferred, then we will send back the ticket to L0.

You can log in to Freshdesk using the below Link:

Confluence is a Knowledge Management Wiki which allows users to share blogs documents files

Freshdesk like a ticketing tool used by Solvay to view track and resolve tickets.

Yes, we can use canned response and we can also attach an article to the ticket. So that use can go through the article and find the solution.

You can log in to Freshdesk using the below Link:

https://sbs-support.solvay.com/support/login

Freshdesk allows SSO (single signon) i.e. if you are logged into Solvay Email then you can automatically login into the Freshdesk Portal.