Freshdesk

Freshdesk

Description

Freshdesk is the cloud-based customer support software that handles customer support for Pumping Station: One. It is staffed by volunteer members only.

Trouble Tickets

A 'trouble ticket' or 'ticket' or 'case' is one assigned a number and appears in a queue until a volunteer sees it and acts on it. The volunteer can reply directly to the 'customer', or forward it to another 'agent' and there are automation features in Freshdesk that do complicated things but that feature is not very well explored, yet.

Where is it? URL

Freshdesk for PS1 is located at https://pumpingstationone.freshdesk.com/a/

Who can be a volunteer staffer? =

Request access from the Board or by sending an email to [email protected]

How do trouble tickets/cases begin?

Any email going to [email protected] or [email protected] creates a trouble ticket. Therefore, if you already have a case open, you should continue to reply to the emails generated by Freshdesk rather than sending new emails to info@ or help@, which would generate additional trouble tickets and make resolving the issue much harder.