At Cycle Computing, we understand that our success depends on the success of our customers. Making it easy for our customers to get the answers they need quickly is key to that success. But allowing managers to view and manage their team’s support interactions is important, too.
Our Customer Operations team has recently switched to using Freshdesk for managing customer interactions. This gives our customers one of the most-requested features: the ability for their managers to easily view tickets for the entire organization. In addition, tickets can be created, edited, and escalated via the portal at cyclecomputing.freshdesk.com.
Freshdesk provides a knowledge base where customers can find the answers they need without having to submit a ticket. We’ve started populating this with answers to some of the most common questions, and will continue to grow the content to better meet customer needs.
How to submit a ticket:
You can continue to create tickets by emailing email@example.com. To create a ticket via the Freshdesk portal, click the “New support ticket” button. You don’t need to log in to submit a ticket.
How to view a ticket:
Click “Tickets” across the banner menu or “Check ticket status” on the right side. This will take you to a list of your tickets. You can click on any ticket to see details. By default, only Open or Pending tickets are shown.
You must log in to view tickets. The first time you created a ticket, you should have received an email with a link to set your password on the Freshdesk portal. If you did not receive that email, contact firstname.lastname@example.org to request it be re-sent.
We’re excited about this change and hope you are too!