At Healthy Paws, we have an internal support team for all things Tech/IT Support as we want our folks to have quick, friendly and efficient solutions to keep everyone working with minimal interruption. As such, we've chosen Freshdesk as our platform for all inquiries.
Freshdesk is an advanced help desk-targeted ticketing system designed for support agents to receive, track, audit and analyze help requests to aid in improving customer service and response times in a scalable and collaborative environment. It also excels in areas such as internal communications and planning, along with an extensive Knowledge Base platform that we also leverage.
Before we go through the steps, note that we have several "Support Type" options for ticket requests. If you are unsure of your type, just use "Tech Support" and this will give you a standard form to fill out as shown below. If you do have a more targeted request, for example, if you have any issues Gmail-related or need a new Gmail group created, you would use the Support Type "Google/Gsuite". If you or an employee of yours is in need of a new computer or keyboard/mouse, you can choose "Hardware Request" from the dropdown.
Submitting a ticket in Freshdesk is simple and easy!
1. Go to healthypaws.freshdesk.com (*we recommend bookmarking this location)
2. Choose "New Support Ticket"
3. If you require tech support, choose "Tech Support" from the dropdown menu.
4. In the "Requester" field, please enter your HPPI email
5. In the "Subject" field, enter the title of the issue you're having - try and be specific (but brief) as we will use this title in the future for searches related to your issue.
6. In the "Description" field, please be as detailed as you can! Tell us what happened, when, how, and include any screenshots or error descriptions - this will help us narrow down your issue quicker. The more detail, the less we need to go back and forth with questions :)
7. Choose a ticket priority:
*Note: For high severity tickets, please select "High" when submitting a ticket through the Portal. Alternatively, If this option is not available, you can type "High" in the ticket Subject field. (Our turn-around-time (TAT) for High/Urgent requests are usually resolved within 1hr from the time the ticket was submitted, and if not resolved, the ticket will be updated every hour until complete.)
-Urgent requests are for High impact issues only that are affecting most of the organization and/or hindering a large group of Healthy Paws employees' ability to do their work.
For more on Priority levels - see the following Kbase article:
https://healthypaws.freshdesk.com/a/solutions/articles/43000594491
8. Click "Submit" and that's it! This ticket will go directly to our queue and we'll get back to you as quickly as we can.
As always, any questions or concerns, please email us directly at techsupport@healthypaws.com