Freshdesk
Booklist Admin
Booklist reviews, updates/changes to booklist requiring
action. Internal process related
tickets.
Books and Booklists
User querie...
Fri, 9 Oct, 2015 at 12:19 PM
You need to login and be designated as an 'agent' to be able to view the tickets in Freshdesk.
Freshdesk provides two main screens for navigat...
Mon, 23 Nov, 2015 at 2:15 PM
Knowledge Base articles can be visible to
everyone
logged in users only
agents only
This means that if you are not logged in, you may...
Tue, 1 Dec, 2015 at 2:39 PM
When you are editing a ticket or an article, you have the option of adding relevant Tags.
Tags are used as part of the search functionality to ident...
Tue, 24 Nov, 2015 at 9:46 AM
Initially, the intention was to have schools entered as 'Companies' within Freshdesk. Each Customer would then be associated with a Company and hen...
Fri, 9 Oct, 2015 at 12:29 PM
There is an email forwarding rule in place which will direct anything that arrives in the PRC mailbox (prc@det.nsw.edu.au) to Freshdesk to create a ticket o...
Thu, 19 Nov, 2015 at 10:12 AM
Reply Template
Within Freshdesk there is a Reply Template which applies to any response that is sent to a ticket.
The content of this Reply Template c...
Tue, 24 Nov, 2015 at 11:40 AM
The Support site is referred to as a Portal for the purpose of Freshdesk administration.
Go into the Admin tab then Support Channels > Portals
...
Wed, 25 Nov, 2015 at 3:53 PM
With the current Freshdesk plan, we are allowed to have three full time agents and as many occasional agents as we need. We have to pay $1(US) for every da...
Wed, 25 Nov, 2015 at 4:14 PM
There are two types of emails that Freshdesk will send:
emails to our customers who have logged tickets
emails to support agents
Ther...
Thu, 26 Nov, 2015 at 11:15 AM