Freshdesk Agent Info

Some helpful information about Freshdesk for agents:

• To log in, visit fmhc.freshdesk.com/a, and follow the steps to log in "as agent" and "via SSO."  No password is required as it will automatically sync with your Windows login.  If you encounter any issues, please contact the Service Desk Manager.
• When you forward an email in Outlook to the Service Desk (via the email address that is set up in your Freshdesk agent account, i.e. it could be FFL or FMHC), Freshdesk will create a ticket and automatically mark the contact as the person who sent you the email, instead of appearing to come from you personally.
• To receive alerts on tickets in your queue within Teams, install the Freshdesk app for Teams: https://support.freshdesk.com/en/support/solutions/articles/232273-the-microsoft-teams-app
• If you work on a team that tracks SLAs (e.g. IT Service Desk, IT Engineering, et al), make sure to set your ticket to "Pending" status while you are working on it / while it is in progress so the SLA timer stops.
• Generally, we do not use the "Resolved" status in Freshdesk.  When a ticket is complete, simply mark the status as "Closed."
• In addition to assigning a ticket to your group and a specific agent, the Category and Type fields are also required. Select the category* and type that are most appropriate for the ticket. If you feel a new category is warranted, please contact the Service Desk Manager to get it added to the portal.
  • *The four categories are defined as follows:
    • Question
    • Incident: A single, unplanned event causing an interruption or reduction in the quality of a service
    • Problem: The underlying cause of one or more incidents (recurring issue)
    • Request
• Never "Delete" a ticket in Freshdesk.  All tickets must be searchable by ticket # for auditing purposes.  If a ticket was opened by mistake, or is simply no longer needed/applicable, please set the status to "Closed" and refrain from deleting it from the system.
• Various automations are configured in Freshdesk to auto-assign tickets to specific groups based on criteria, like keywords in the Subject line.  Consult the Service Desk Manager if you would like to explore enabling new automation rules.