Theralytics Support Account

Objective

This SOP outlines the steps for logging into Freshdesk, submitting tickets, and managing ticket statuses to ensure efficient issue resolution.

Key Steps

1. Logging into Freshdesk 0:44

• Use the provided URL to access Freshdesk.

• Sign up by entering your full name and email address.

• Log in using your Google account or the email/password you set up.

2. Submitting a Ticket 1:48

• Click on the option to submit a ticket.

• Fill out the ticket form with the following information:

  • Subject

  • Description

  • Attachments (if any)

• Click 'Submit' to send your ticket.

3. Viewing and Managing Tickets 2:05

• Access your tickets to view their status.

• Use filters to sort tickets by status or date created.

• Reply to tickets or add team members to CC if needed.

4. Closing Tickets 2:28

• If you resolve an issue, you can close the ticket from your end.

5. Receiving Notifications 2:42

• Check your email for notifications regarding ticket updates.

• Log into Freshdesk to view images or documents related to your tickets.

6. Merging Tickets 3:46

• Be aware that similar tickets may be merged for easier tracking.

• You will be notified if your tickets are merged.

7. Leaving Feedback 4:22

• After closing a ticket, provide a satisfaction rating for the customer success team.

8. Accessing Knowledge Base 1:08

• Use the knowledge base to find guides and resources.

• Filter by categories or search for specific topics.

9. Creating a Login 5:11

• Ensure you create a Freshdesk login to access all ticket information and attachments.

Cautionary Notes

• This Ensurse HIPAA compliance by keeping all information secure.

• If you do not log in, you may miss important information related to your tickets.

Tips for Efficiency

• Regularly check your ticket status to stay updated (either through email or freshdesk)

• Use the search function in the knowledge base to quickly find relevant guides.

• Please make sure any team members submitting tickets sign up for a freshdesk account.