Ticket Created via Customer Inputted Form


RiskTool Technologies Software platforms will have this form either embedded or have links to this form in FreshDesk.  Both scenarios will send the ticket to FreshDesk to adhere to the following workflow:

  1. Customer fills out a support form through the FreshDesk User Interface (UI)
  2. Ticket is created
  3. Ticket is automatically assigned a Product and a Group (Agents) based on the Product which was selected when the Customer filled out the form
    1. For example, if a customer fills out the form and selects RiskTool the ticket will be created with the RiskTool Product and assigned to the RiskTool Support Desk Group.
  4. Agents of the Group are notified and one must immediately assign the ticket to themselves
    1. Tickets can be assigned in two places:
      1. On the main "Tickets" tab where the "Agent" field can be directly updated
      2. Once you click into the ticket, on the right hand side there is a drop down for "Agent" in the Ticket Properties which must be updated at the bottom
  5. Agent fills in required fields in the Ticket Properties section. Some of these fields may be pre-populated based on the information from the forum submittal:
    1. Priority
    2. Status
    3. Source
    4. Type
    5. Group
    6. Agent - this should already be done, or done first to avoid duplication of response
    7. Company Name
    8. Phone Number
    9. Product
    10. Tags
  6. Agent responds via the FreshDesk UI to the customer with a written solution, or link to a pre-written solution in the FreshDesk Knowledge Center
    1. When writing the response the agent should send the ticket and update the status via the button in the bottom left hand corner to avoid duplicate emails.  If the response resolves or closes the ticket select "send and close".


Ticket Created via Customer Email


The second method for creating a Ticket is for a customer to email one of our support email addresses.  FreshDesk will create a ticket of that email which will adhere to the following workflow:

  1. Customer emails one of our support emails
  2. Ticket is created
  3. Ticket is automatically assigned a Product and a Group (Agents) based on the support email address that the inquiry was sent to
    1. For example, if a customer emails help@risktool.com the ticket will be created with the RiskTool Product and assigned to the RiskTool Support Desk Group.
  4. Agents of the Product Group are notified and one must immediately assign the ticket to themselves
  5. Agent fills in required fields in the Ticket Properties section. Some of these fields may be pre-populated based on the information gained from the email address the inquiry was sent to:
    1. Priority
    2. Status
    3. Source
    4. Type
    5. Group
    6. Agent
    7. Company Name
    8. Phone Number
    9. Product
    10. Component
    11. Tags
  6. Agent responds via the FreshDesk UI to the customer with a written solution, or link to a pre-written solution in the FreshDesk Knowledge Center
    1. When writing the response the agent should send the ticket and update the status via the button in the bottom left hand corner to avoid duplicate emails.  If the response resolves or closes the ticket select "send and close".


Ticket Created via Agent Inputted Form (Phone Call) - Customer Does Not Require Follow-Up


Agents may take calls directly from customers, but not require any additional assistance.  In this case we still want to gather the data from the Support inquiry so a ticket will be created, albeit without customer information so to bypass the customer notification portion of the ticketing system.

  1. Agent fills out a support form through the FreshDesk User Interface (UI)
  2. When filling out the ticket, enter:
    1. phone@risktool.com - for RiskTool 
    2. phone@risktooltech.com - for All other 

  3. Enter in details regarding the phone conversation, the Users problem, question, etc.

  4. Fill out all necessary fields
  5. Ticket is created
  6. Agent will assign to themselves then immediately close the ticket


Ticket Created via Agent Inputted Form (Phone Call) - Customer Requires Follow-Up


Agents may take calls directly from customers that do require a follow up notification and/or action, at this stage they will use the following workflow:

  1. Agent fills out a support form through the FreshDesk User Interface (UI)
  2. Ticket is created
  3. Ticket is automatically assigned a Product and a Group (Agents) based on the Product which was selected when the Agent filled out the form
    1. For example, if a Agent fills out the form and selects RiskTool the ticket will be created with the RiskTool Advantage Product and assigned to the RiskTool Support Desk Group.
  4. Agents of the Group are notified and one must immediately assign the ticket to themselves
    1. Tickets can be assigned in two places:
      1. On the main "Tickets" tab where the "Agent" field can be directly updated
      2. Once you click into the ticket, on the right hand side there is a drop down for "Agent" in the Ticket Properties which must be updated at the bottom
  5. Agent fills in required fields in the Ticket Properties section. Some of these fields may be pre-populated based on the information from the forum submittal:
    1. Priority
    2. Status
    3. Source
    4. Type
    5. Group
    6. Agent - this should already be done, or done first to avoid duplication of response
    7. Company Name
    8. Phone Number
    9. Product
    10. Tags
  6. Agent responds via the FreshDesk UI to the customer with a written solution, or link to a pre-written solution in the FreshDesk Knowledge Center
    1. When writing the response the agent should send the ticket and update the status via the button in the bottom left hand corner to avoid duplicate emails.  If the response resolves or closes the ticket select "send and close".


Ticket Created via Agent Forwarding Email


The last method for creating a Ticket is for an RA employee to forward a customer's email to one of our support email addresses.  FreshDesk will use the Customers contact information on the Ticket as long as the forwarding employee is an Agent in the FreshDesk System.  FreshDesk will create a ticket of that email which will adhere to the following workflow:

  1. RA Agent forwards customer email to one of our support emails
  2. Ticket is created
  3. Ticket is automatically assigned a Product and a Group (Agents) based on the support email address that the inquiry was sent to
    1. For example, if a customer emails help@risktool.com the ticket will be created with the RiskTool Product and assigned to the RiskTool Support Desk Group.
  4. Agents of the Product Group are notified and one must immediately assign the ticket to themselves
  5. Agent fills in required fields in the Ticket Properties section. Some of these fields may be pre-populated based on the information gained from the email address the inquiry was sent to:
    1. Priority
    2. Status
    3. Source
    4. Type
    5. Group
    6. Agent
    7. Company Name
    8. Phone Number
    9. Product
    10. Component
    11. Tags
  6. Agent responds via the FreshDesk UI to the customer with a written solution, or link to a pre-written solution in the FreshDesk Knowledge Center
    1. When writing the response the agent should send the ticket and update the status via the button in the bottom left hand corner to avoid duplicate emails.  If the response resolves or closes the ticket select "send and close".