How To Use Freshdesk
August 11, 2015
Tech support is a very important part of a software company’s structure. Floral Computer Systems strives to take excellent care of our customers needs - before, during, and after the installation of the SMARTSystem software. In an effort to streamline, and do a better job of servicing our clients, we’ve implemented a new support system - Freshdesk. Freshdesk is a tool that will allow all support issues to be funneled into one central location, with a support manager overseeing it all. This will allow us to prioritize customers service needs, and ensure nobody falls through the cracks. Progress on issues can be monitored and clients can be kept in the loop on the status of their particular need.
We realize that some of our clients may feel as though the “personal touch” may be getting lost by using an automated support system. In reality, the personal touch is about to get enhanced. You now have a support manager who will be watching your issue’s progress very closely, and if you feel a phone call is needed, you can reach the support manager at 727-483-5306.
Below are step-by-step instructions so you can become familiar with the new support system. Please do feel free to play around and submit a ticket so you can see how easy it is and how things work. It is our hope at Floral Computer Systems that we will be able to exceed your expectations for our technical support. This is the first step toward achieving that goal.
Steps for using Freshdesk Support System
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Go to the following link using any browser (Internet Explorer, Firefox, Safari, etc.): http://floralcomputersystems.freshdesk.com
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When you arrive at the following screen, click on the “New support ticket” link. See the image below:
3. The following page (image shown below this paragraph) will display. Fill out each of the fields as completely as you can. The more information you can give us, the faster and easier it will be for our support person to resolve the issue for you.
Notice as part of the form, the dropdown box for the level of priority. We classify issues into 5 different categories; Low, Medium, High, Urgent, and Operational Emergency. Operational Emergencies are not listed as an option on the ticket because they are severe enough to prevent a client from conducting business. They are handled through phone calls directly to Tech Support at 727-483-5306.
4. Once you have clicked on “Submit,” your ticket will be entered into our system. We will be notified there is a new issue in the system and you will be sent two emails.
The first email will be a link to the login screen so you can register. You will be asked to select a password.
The second email you receive will be a link to the ticket you just submitted. Once you have registered, you’ll be able to see all tickets you’ve submitted, the responses and resolutions. You’ll also be able to create new tickets from within your account’s dashboard. As our system continues to expand, we’ll also have a Knowledge Base and an FAQ area that may have the solution to the issue you’re experiencing.
5. While in your account dashboard, clicking on the “Tickets” link will allow all your tickets to display. You’ll have the option of seeing All Tickets, Open or Pending, and Resolved or Closed by clicking on the dropdown arrow. The default display is Open or Pending tickets.
If you want to play around to become more familiar with this new support system, please do so. You won’t break it. If you want to submit a ticket to test the system out, please be sure to mark it as “Test.” Your submission will be responded to. Below is a screenshot of what the tickets area will look like:
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