Freshdesk

Freshdesk is a service ICOM uses for handling Service Desk calls

Video Crash Course

These videos define how ICOM can best use FreshDesk:

• Freshdesk 01 ~ Why Even Bother?

• Freshdesk 02 ~ TBD

• Freshdesk 03 ~ Client Admin Support Workflow

• FreshDesk 04 ~ Support Call handling

  • FreshDesk 04a ~ New Ticket triage

  • FreshDesk 04b ~ Resolve w/o Escalation

  • FreshDesk 04c ~ Ticket Escalation

• FreshDesk 05 ~ Working an Escalation

• FreshDesk 06 ~ Call handling ~ Closure

Groups

Tickets are assigned to both groups and agents. Administrators can see any ticket but agents will only be able to see the tickets that they are assigned to plus their group's tickets. If an agent can't see a ticket, double check the ticket's group assignment and also the agent's groups.

Logging In

Many ICOMers will be set up as agents and all are recommended to login using their Google (G Suite/GMail) login

• https://icomproductions.freshdesk.com/helpdesk/tickets