Using Help Desk

Modified on Thu, 6 Feb at 1:41 PM

Guide in creating account, support tickets and viewing of ticket status on the portal

Link: https://hrblizz.freshdesk.com/support/home

Option 1: Log in or Sign Up

Open the Freshdesk portal and click on Login at the top of the page.
At the bottom of the login page, locate the option “Are you a customer? Login here” and click on it.
Log in using your Employee Self Service (ESS) Account credentials.
- If you don’t have an ESS account, you can Sign up using your corporate account. Follow the on-screen instructions to complete the registration process.

1. Creating an account in portal. Click Sign up in the upper-right corner.

2. Fill up Full name and Email. Tick on the box “I’m not a robot” to prevent spam and click on Register.

3. You will receive an email from support@hrblizz.freshdesk.com for User Activation. Open the email and Click on the link to activate account and set your password.

4. Click Login in the upper-right corner of the portal

5. Type in your email address and password.

Option 2: Submit a Ticket Without Logging In

On the Freshdesk portal, locate and click on the Submit a Ticket option.
Submit the ticket directly without logging in by filling out the required fields.
An account will be automatically created for you using the email address you provided.
You will receive an email from support@hrblizz.freshdesk.com with a link to activate your account.
- Click the activation link, set a password, and complete your account registration.

Support Ticket

1. After login (based on your Portal settings), click on the New support ticket button as indicated:

2. Fill out mandatory information and ‘Description’ of the issue you are facing. You can also attach files to the tickets. Click on the Submit button.

3. Once submitted, you will receive an email from support@hrblizz.freshdesk.com stating that your ticket has been created.

Viewing of Ticket Status on the Portal

4. How to check ticket progress. Click on Tickets.

Note:

All Tickets view

Choosing All Tickets will show every ticket raised by the requester in the helpdesk, no matter what the status of the tickets is

Open or Pending Tickets

For a requester, all open or pending tickets have a status of Being processed (modifiable).

Resolved or Closed

The ticket is marked as Resolved when the agent provides the solution for the customer's question/issue. The ticket is marked as Closed when the customer confirms the resolution of the ticket.

5. The requester will be able to reply or comment to the ticket at any point of time to reopen it in case of further questions.