TABLE OF CONTENTS

 

User requests can be sent either to GEGI Requests or to Freshdesk system depending on the school settings. This article is about using User Support in Freshdesk system.


Freshdesk is the system for tracking requests to User Support. A new ticket is created for every request and is assigned to a support agent. All conversations related to a certain issue are saved within the ticket - this helps to understand the request better and resolve the issue faster. For your convenience, each ticket has a status that corresponds to the stage in the process of resolving the issue.


How to Login to Freshdesk?


You must log in to the system to view tickets. Go to the GEGI Freshdesk page and use your work email as a login:




Note: If you do not remember your password or during the sign-up you get a warning that your email is already registered, start the password recovery procedure using the "Forgot email?" link.


How to Work with Tickets in the Freshdesk?


After you log in to GEGI Freshdesk, you will see the Home page with articles and guides about how to work with GEGI.

Click the New support ticket link to create a new Ticket:



Fill in the required information:



  • Requester - your email address will be filled in automatically.
  • Subject - briefly describe your issue.
  • Description - describe the issue in detail. Note, that the more detail you give in the description (student/user names, course or groups names, etc.) the faster the Support team will understand your issue.
  • Attach a file - you can upload any files that may help to clarify the issue.


Note: You may use an email that differs from the one you log in to Freshdesk with but this requires entering your name.


Click the Check tickets status link or the Tickets menu tab to see all the tickets you created:



You will see all the tickets you have access to (your tickets or the tickets you have been added to by other users). Tickets can be sorted by status to find the ones you need easier: 



Ticket status is displayed at the right side:



Possible ticket statuses:

  • Open - an agent is working on the ticket. The agent needs time to analyze your issue. You will receive notifications each time your ticket is updated.
  • Waiting on Your Response - the agent requires additional information from you to solve the issue. Please, reply to agent messages in the ticket.
  • Waiting on Third Party - solving the issue requires to wait for help from another school staff member. You will receive notifications on any updates for the ticket.
  • Resolved - the issue is resolved (according to the agent). If you think your issue has not been solved, just leave a reply to the ticket and it will re-open. If you agree that the issue is solved, you may do nothing and the ticket will close automatically in 5 days.

Note: Open or Pending tickets are shown by default. When a support agent replies in the ticket and sets its status to Resolved, the ticket will be displayed in the Resolved or Closed tab. So, please, do not forget to switch to the corresponding tab (Resolved or Closed/All Tickets) to read the reply:



Open a ticket by clicking on its title.

You will see your conversation with User Support. Use the text field or the Reply button to leave your reply:



Note: You can add images, URLs or other files to your reply if needed:



If you need to add other users to the conversation, click the Add people to conversation button:


If you think your issue is resolved, close the ticket using the Mark ticket as closed button:



You can rate your experience with the User Support using the rating options to the right and leave a comment after that if you want: