This has been intended as a step-by-step guide for the creation and documentation of tickets, It is of great importance to complete all fields as they help keep track of issues and provide important details to make any future decisions
All of the fields below are a must and should not be left blank
Step | Information that needs to be collected or confirmed | Freshdesk field |
Answering the call | Collect
| Add or edit the contact fields as necessary
|
Confirm the reason of the call |
| Any time the serial number is collected the ticket needs to be documented as “troubleshooting”
|
Update component fields | Confirm the components
Document whatever is closest to the reason, if unlisted then select unlisted |
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Failure type | After troubleshooting is completed document if the issue was caused by a firmware anomaly, installation error etc
Also provide a brief description of the issue |
|
Document the ticket | Make sure to leave detailed notes of what was done during the call, if needed document the following
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