CRM - Raise a Case for the Engineers

If you are visiting a client, or a client has gotten in contact with you directly regarding a suspected bug within the platform, then you can quickly and easily raise a case that will be sent to the engineers, cutting out support as the middleman.

Instructions

1. Log into Freshdesk, click on the New button and then choose New Ticket

   Open

   

    

2. On the right-hand side, there is a box for case templates. Search and find the CRM - Raise Case to Engineering template

   Open

   

    

3. Now fill in the details of the case. This includes the subject, contact, the ticket type (Back Office, ProPoint etc).

   Open

   

    

4. The fields you should only be changing/updating are;

   1. Contact

   2. Subject

   3. Type

   4. Subtype (Back Office, ProPoint etc)

   5. Product

   6. Description

5. The description field will automatically have information filled in and will prompt you for the additional information for the case to be raised to the engineers.

   Open

   

6. If this form is not filled in correctly, or in full, then it may get rejected by the engineers due to lack of information, therefore delaying a resolution for the client.

7. Once you have filled this in, click on the Create button and this will generate a case. From here, you can then email the client from Freshdesk to inform them that you’ve raised the case and then the support team will take over the case from there.