TABLE OF CONTENTS
Accessing FreshDesk Portal
Given that you are reading this, you are already on the portal. However, I do want to take the time to mention there are 3 jump outs to FreshDesk:
- SMART:
If you do not have the option available please go visit this QRC - Insight SMART Dashboard QRC and add the FreshDesk banner to your dashboard - Single Sign-on (SSO): https://sso.insight.com/Pages/SSO.aspx
- Direct link and bookmark: https://insighthelpdesk.freshdesk.com/support/home
The preferred browser for FreshDesk is Google Chrome. Please note that Insight enterprise applications such as SMART are also optimized in Chrome as well.
Viewing Tickets
FreshDesk only supports viewing the users own tickets that are tied to their Single Sign-On account.
Once you are in the portal you can quickly view all your tickets via Check Ticket Status:
You can also search in the search bar abov "Check Ticket Status". You can change view between "All Tickets", "Open or Pending", or "Resolved or Closed"
All Tickets - Will Display all tickets, regardless of current status. Open or Pending - Will display all tickets currently in progress (active). Closed or Resolved - Will display all tickets that are closed or resolved (inactive).
Viewing Ticket Details
In the ticket, you can see the Ticket Number, followed by the Subject. Below that will have the submitter (you) as well as 3 options to Reply, Close, or Add Someone to the ticket. To the right you will find the ticket properties. Note: you can reply to the ticket from here (or from the email response). All responses update the ticket to the Open status, even Resolved or Closed tickets.
There is a QRC that can be found here or attached to this article. If you have any issues, please reach out to the Admin team for support at FreshDeskSupportNA@insight.com.