Freshdesk is a convenient way of managing support requests for both you and us. It should be fairly straightforward to use - here we’ve outlined how to get started, so you’ll be up and running in no time.
Freshdesk account
You can access this Sparks Support Portal without an account, but there is the option to create an account too - this makes it easier to filter and keep track of your tickets.
Each user can be given access to their own tickets, or tickets for the whole company. Get in touch if you'd like access to all your company's tickets, and we can set this up for you.
If a someone leaves your company, we can offboard the Freshdesk user so the right people are given access to their tickets.
Creating a ticket
You can use the Sparks Support portal to log tickets, or you can send an email to support@sparks.freshdesk.com and it will generate a ticket in the portal.
Creating tickets within the portal gives you more options than creating them by email. In the portal you can set fields such as ticket priority and type, so we can quickly see how urgent the request is and what it is for.
You can log tickets about:
Bugs on your site
Feature and change requests
General questions
Other issues or incidents
Sparks can also log tickets on your behalf. These could be for:
Issues that we discover on your site
Documenting requests that were made outside of Freshdesk
For information on what to include in a ticket, see our checklist for writing a ticket.
Ticket replies and notifications
When we reply to your ticket, you will receive the reply by email, as well as within the ticket. You can also reply to this email, and your reply will be added to the ticket within the portal.
Keeping track of tickets
Freshdesk lets you filter your tickets (open and closed) by date, priority, and status.
From the 'Tickets' tab of the helpdesk, you can export your tickets as a CSV or Excel document. When exporting tickets, you can choose the date range of tickets to export, and which fields should be exported.
If you want to know more about the process a ticket goes through, see our article on what happens to a ticket