How to Raise a Support Ticket

Created by edumerge solutions, Modified on Mon, 23 Oct, 2023 at 1:18 PM by edumerge solutions

Dear Sir/Madam,

I hope this message finds you well.

Based on the ongoing challenges reported by our customers on how to monitor and get updates on their open tickets, we have come up with some process which will help all our customers, including us, to manage the communication effectively.

Here are the details of why we should raise a support ticket as we believe the support ticket is necessary to address a problem which an individual has encountered, and I believe that it will help expedite the resolution process faster.

Sharing the below details on "How to raise a support ticket through Freshdesk"

Issue Description: Provide a detailed and clear description of the issue you're experiencing. Include any error messages, relevant context, and any steps you've already taken. For example, I am encountering a specific issue, which I believe requires systematic tracking and documentation. By creating a support ticket, I ensure that all pertinent details are captured accurately, preventing any miscommunication or misunderstanding.

Streamlined Communication: A support ticket provides a centralised platform for communication. This will allow our tech team to access the issue's history, any relevant files, and previous correspondence in one place. It streamlines the communication process and minimises the risk of information getting lost or overlooked.

Efficient Issue Resolution: With a support ticket, our tech team can prioritise and allocate resources more effectively. This means faster response times and swifter issue resolution, benefiting both our department and the organization as a whole.

Time-saving Benefits: The structured format of a support ticket expedites the troubleshooting process. It reduces the need for back-and-forth emails or meetings, ultimately saving time for all parties involved.

Documentation and Knowledge Sharing: A support ticket ensures that the issue and its resolution are documented for future reference. This helps in knowledge sharing and building an internal knowledge base to prevent similar issues in the future.

Attachments/Logs: Request to include all relevant attachments and logs within the support ticket, ensuring that our tech team has all the necessary information to diagnose and resolve the issue effectively.

Preferred Communication Method: Kindly use Freshdesk to raise a ticket. We believe that using a dedicated ticket management system will help us maintain a clear and organized channel for all related communications.

Do not hesitate to revert in case of any clarity is required.

"How to raise and manage tickets through freshdesk"

Follow the steps-

- Click on sign up - > write full name - > Use the same email used in edumerge - > click on "I am not robot" -> Registed and follow the steps

step 1 - Click on submit a ticket to raise a new issue

Click on view tickets to see update or progress on tickets

Follow the below mentioned steps to describe the issue

If you have any questions, kindly reach out to your respective CSM for further clarity.