General
Using Freshdesk
Click on the ticket. Then click on the blue contact name. In the example below, click on itycm beside the green icon so that it brings up contact informatio...
Wed, 22 Apr, 2020 at 2:31 PM
General Guidelines: Review currently assigned tickets for any additional response requirements by using the "Open and Unassigned Tickets" optio...
Thu, 30 Apr, 2020 at 2:38 PM
WHEN TO CREATE YOU TRACK TICKETS When a member has identified an issue that can be replicated, a You Track Issue must be created (including credentials)...
Thu, 30 Apr, 2020 at 2:50 PM
ist of all properties as displayed in the Agent Ticket View: Tags Type Plugin Reference Theme Reference Status Priority Group / Agent W...
Thu, 30 Apr, 2020 at 3:11 PM
The purpose of shift+closing tickets is to improve our turnaround times, as well as to avoid sending a satisfaction survey that may negatively impact our re...
Thu, 30 Apr, 2020 at 3:34 PM
Spam in Open Tickets Review the ticket to ensure that they are not are not a valid member. If they are, and are sending a spam-type marketing message bu...
Fri, 1 May, 2020 at 7:50 AM
Spam Folder Check the spam folder at least twice daily to see if there are any valid tickets in there. Follow the solution article https://reactr.fresh...
Fri, 1 May, 2020 at 7:52 AM
Waiting on Third Party Review all tickets in Waiting on Third Party Status. Scroll to the last page to see if there are any that are 6 months or older. ...
Mon, 22 Jun, 2020 at 10:23 AM