At Healthy Paws, we have two main ticketing systems:
1. Salesforce: "case" based ticketing system designed to address external pet parents, their accounts and inquiries
2. Freshdesk: tech support helpdesk ticketing system designed for Healthy Paws' internal employees for help with tech support-related inquiries as well as onboarding and offboarding of those internal employees
IT / Tech Support-related inquiries go to healthypaws.freshdesk.com
"IT" covers the following: Oversight of all tools of the business - including management of company equipment, software, licensing, and account creation/deletion, as well as technical support related to all.
"Tech Support" covers the following: Any computer hardware and/or software-related troubleshooting, configuration, repair and/or maintenance, including related peripherals and accessories like printers, phones, and the software required to maintain them.
Salesforce-related inquires go to TST queue
Create a case in Salesforce for: specific software or account changes in Salesforce or augmentations to current Salesforce or Salesforce Stage - including automations, reports, account roll forwards, charge backs, customer-inquiries, account questions , etc.
*( as mentioned above: account creation in SF as related to new hires or terminations falls under IT Support, not TST)
Any questions or concerns, feel free to ping me for clarification!
-Jeff