Freshdesk

Managing Service Level Agreement (SLA) policies
You can view the SLA policy in Freshdesk by going to Admin > General Settings > SLA Policies On the right hand side of this page is a good descr...
Thu, 26 Nov, 2015 at 11:13 AM
Maintain tags
Within the Admin tab, click on the Tags icon under General Settings. This will display a list of all tags.  You are able to sort them based on Us...
Mon, 23 Nov, 2015 at 4:13 PM
Adding/amending schools in Customers > Companies
School information is stored in two places in Fresh Desk: There is an entry for each school in Customers > Companies In the Ticket Field...
Tue, 24 Nov, 2015 at 10:49 AM
Adding/amending schools in Ticket Fields
School information is stored in two places in Fresh Desk: There is an entry for each school in Customers > Companies In the Ticket Field...
Thu, 28 Jan, 2016 at 3:00 PM
Data export and archive of Freshdesk ticket and knowledge base
It is important to take a regular back up of all the ticket and knowledge base data contained within Freshdesk.  This enables the data to be searched indepe...
Tue, 15 Dec, 2015 at 12:08 PM
Checking tickets marked as Spam
Go into the Tickets tab click on the text above the table of tickets that describes what sort of tickets are currently being displayed Click ...
Tue, 24 Nov, 2015 at 3:47 PM
Checking tickets that have been deleted
Go into the Tickets tab click on the text above the table of tickets that describes what sort of tickets are currently being displayed ...
Tue, 1 Dec, 2015 at 2:18 PM
Calendar of maintenance tasks
Task Frequency Checking Spam Fortnightly Ticket and Knowledge base archive Monthly Checking Deleted tickets Each school holi...
Wed, 16 Dec, 2015 at 4:42 PM
Categorise and find feedback emails (tickets)
Categorising feedback tickets set the School Type information choose the correct Challenge Year excecute the Mark ticket as feedback scenario...
Wed, 2 Dec, 2015 at 1:27 PM
Update dates in articles for next year's Challenge
January 2026 Note: Also need to update TAU webforms. Independent student registration https://artsunit.nsw.edu.au/form/premier-s-reading-challenge-inde H...
Fri, 16 Jan, 2026 at 2:29 PM