How does Employee Support Desk work? : CSE Support

How does Employee Support Desk work?

FreshDesk Overview

Definitions: Freshdesk is a cloud-based customer support platform. It is an online help desk software that integrates support channels such as e...
How can I open a ticket?

Here is a step-by-step guide to create a ticket: 1. Go to CSE Intranet 2. Click "Employee Support " on the home page 3. You will land ...
How can I track the status of my ticket?

Here is a step-by-step guide to track your ticket status: 1. Go to CSE Intranet 2. Click "Employee Support" on the home page 3. You w...
How to decide ticket priority?

Please use the below table to select ticket priority. Ticket Priority Ticket Priority Criteria Urgent High Medium Low Work Around? No No Yes...
Ticket Categories

Please see the attached document to view all categories.
Service Level Agreements for Groups

Please see Freshdesk SLAs and Business Hours for each group below. Ticket Priority GroupSLAUrgentHighMediumLowBusiness HoursPOC1-Accounting ...
How to Log in to Freshdesk

Freshdesk has changed their Single Sign On (SSO) protocol. We're working with Freshdesk to adjust our screens to go back to our one-click SSO proc...