How to Create a Support Ticket

Creating tickets from Portal:

Now that the customer has signed into their account on your support portal, they would be able to view your KBase, Forums and also raise support tickets. By default, anybody visiting your support portal can submit support requests and view your knowledge base and forums without logging in. 

Quick guide to creating support tickets on the customer portal

• After your customers login, they can click on the New support ticket button as indicated:

• They will be taken to your ticket form where they can fill out information like their 'Email Address, 'Subject' and a 'Description' of the issue they are facing, along with the additional information such as 'Name', 'Phone Number' or the 'Type' of the issue. They can also attach files to their tickets.
• If you have your Knowledge Base set up, Freshdesk will suggest the solution articles based on what they type in the subject box. This will help your customers get a solution without reaching your support and will also help deflect tickets on your account.
• Once they hit the 'Submit' button, their ticket will be created in your helpdesk with the 'Source' field value set to Portal.
• The ticket requester will be taken to the public ticket page where they can check the status of the ticket, add replies and notes to it when needed

Quick guide to checking tickets' progress

At any point, the requesters would be able to login and check the status of the tickets they have raised by clicking on the Check ticket status link, as shown below:

A ticket can have various statuses. The requester can filter out tickets based on the 'Status' by using the drop-down above the list of tickets:

All Tickets view

Choosing All Tickets will show every ticket raised by the requester in the helpdesk, no matter what the status of the tickets is. For a requester, all open or pending tickets have a status of Being processed.

Resolved or Closed

The ticket is marked as Resolved when the agent provides the solution for the customer's question/issue. The ticket is marked as Closed when the customer confirms resolution of the ticket.

The customer will be able to reply to the ticket at any point of time to reopen it in case of further questions.