We strive for perfection, but there will be times that things may go wrong. Within Freshdesk, you as a client or user have the ability to submit a Support Ticket for a number of reasons, including Issues, Questions and Feature Requests.
When submitting a ticket, please be as detailed as possible, including clear descriptions of your question or issue and possibly inclusive of example and/or screenshots.
Once submitted, you will receive an email confirmation of your ticket (please use a valid email address for deliverability), and a member of our Support team will review the ticket, assess the urgency and take appropriate action. Our Support Team may also respond to you asking you to provide additional details or clarification of your submission.
Your ticket form will request an Urgency Level. Please use the guide below to determine the proper Urgency Level prior to submitting.
Tickets are assigned an urgency upon review by Client Services staff. These urgency levels guide staff in prioritizing their work and response to tickets. The urgency levels are:
Urgent: Emergency Business Impact. Client users cannot access the application whatsoever, or a security breach or vulnerability is suspected. This condition requires an immediate solution and maximum effort support until an emergency fix or patch is developed and available, or a security risk remediated. The objective is to provide the Client relief at the earliest.
High: Critical Business Impact. The Client is unable to use the much of application, which results in a critical impact on their business operations. This condition requires an immediate solution and maximum effort support until an emergency fix or patch is developed and available. The objective is to provide the Client relief at the earliest.
Medium: Some Business Impact. The program is usable but with some features unavailable. The features unavailable are not critical to the Client’s operations. The application is working but a particular feature has stopped performing as intended.
Low: Minimal Business Impact. The problem identified does not affect Client’s operations, and is something that can be resolved in the days to come.
Should you suspect a potential security issue or breach, please complete a ticket as soon as possible describing the issue and using the Urgency Level of Urgent, so that this ticket is routed to the proper personnel for review and handling.