How to Raise a Support Case

2 min

Only Client Support Specialists can raise cases in Freshdesk directly. If you wish to raise a case on behalf of the client, then this should be emailed to support.

CRMs, Engineers, Business Development, and the Projects team will need to email into support for creating cases

 Instructions

  1. Log into Freshdesk (https://digitickets.freshdesk.com/a/dashboard )

  2. Click on the Tickets button

3. Click on New, and then New Ticket

4. If you are using a case template, choose this from the right hand side.

5. Fill in the information for the case and click on Create at the bottom

6. When you create a case, the client will be emailed.

7. You will also receive an email and get a message in Slack for when the case is created and assigned to you.

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