1.1 Help Desk Freshdesk

Chapter 7 Information Technology > Section 1 Help Desk

TABLE OF CONTENTS

• Overview/Purpose
• 1.1.1 Departments using Help Desk
• 1.1.2 Mandatory Use by All Children of America Stakeholders
• 1.1.3 Submitting Tickets via Freshdesk Submission Form
• 1.1.4 Easily Access the Freshdesk Help Desk from Multiple Platforms
• 1.1.5 How to Submit a Ticket via the Help Desk Form (Schools)
• 1.1.6 How to Submit a Ticket via the Help Desk Form (Parents)
• 1.1.7 How to Submit a Ticket via the Help Desk Form (I’m an Employee)
• 1.1.8 How to Submit a Ticket via the Help Desk Form (Real Estate Inquiries)
• 1.1.9 Agents: How to Submit a Ticket for a Parent Concern Received via Inbound Call
• 1.1.10 Agents: How to Submit a Ticket for a Parent Calling about Enrollment via Inbound Call
• 1.1.11 Agents: How to Submit a Ticket for an Employee Concern Received via Inbound Call
• 1.1.12 First-Time Login & Password Reset for Freshdesk
• 1.1.13 Submitting a Ticket Logged into Freshdesk
• 1.1.14 Viewing and Managing Tickets in Freshdesk
• 1.1.15 Freshdesk Ticket Email Notifications

Overview/Purpose

This SOP outlines the operational procedures for Freshdesk, ensuring all corporate office departments and stakeholders understand its purpose, functionality, and proper utilization.

1.1.1 Departments using Help Desk

All departments in the corporate office will be utilizing our new help desk, Freshdesk. The departments include:

1. Accounting
2. Always Close By
3. Billing
4. Compliance
5. Education
6. Employee Care
7. Enrollment
8. Executive Director
9. Learning & Development
10. Legal
11. Licensing
12. Mailing
13. Marketing (Pending integration with Jira)
14. Payroll & Onboarding
15. Recruiting
16. Risk Management
17. USDA

1.1.2 Mandatory Use by All Children of America Stakeholders

• To ensure efficiency, all requests and questions must be routed through Freshdesk—emails directly to agent’s will no longer be accepted. If an email is sent, the response will direct users to submit a ticket through Freshdesk.
• We are making this change to ensure efficiency, consistency, and better support management. By routing all requests and questions through Freshdesk, we eliminate scattered communication and ensure every issue is properly logged, tracked, and resolved.

1.1.3 Submitting Tickets via Freshdesk Submission Form

• To ensure faster response times, proper routing, and accurate prioritization, employees must use the designated Freshdesk submission form to submit a ticket. The form will automatically direct the request to the appropriate department and agent while setting the correct priority based on the issue type.
  1. Website for School Managers & Employees:
     • https://childrenofamerica.freshdesk.com/support/home
     • Webpage is called School Support
  2. Website for Families:
     • https://childrenofamericafreshdesk.freshdesk.com/support/home
     • Webpage is called Family Support
  3. Select Submit a Ticket
  4. Fill out form
  5. Submit

1.1.4 Easily Access the Freshdesk Help Desk from Multiple Platforms

The Freshdesk help desk link has been added to multiple platforms for easy access. Employees can now submit tickets through the following locations:

For School Managers & Employees:

1. COA Unity – www.coaunity.com
   1. Found on the right-hand side toolbar as the "Help Desk" button.
2. COA PEEEPs Website – https://coapeeeps.com/
   1. Available under "Internal Links" labeled "COA Help Desk."

For Families:

1. Children of America Website – www.childrenofamerica.com
   1. Located on the Contact page and Parent Resources*.
2. COA Portal – www.childrenofamerica.com/portal

1.1.5 How to Submit a Ticket via the Help Desk Form (Schools)

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
   1. https://childrenofamerica.freshdesk.com/support/home
2. On the homepage, select "Submit a Ticket."
3. Under "How Can We Help?" select the dropdown option "I'm a School Manager."
4. Fill in the required fields:
   1. COA School Email (Director or Front Desk)
   2. State
   3. School Name
   4. Request Type (Select the department you are trying to contact)
   5. Request Type Reason
   6. Subject
   7. Description (Provide details about your request)
   8. Attach documents if necessary.
5. Click "Submit" to complete your ticket request.

1.1.6 How to Submit a Ticket via the Help Desk Form (Parents)

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
   1. https://childrenofamericafreshdesk.freshdesk.com/support/home
2. On the homepage, select "Submit a Ticket."
3. Fill in the required fields:
   1. Parent Email
   2. Parent Name
   3. Phone Number
   4. State
   5. School Name
   6. Reason for Contact
   7. Subject
   8. Description (Provide details about your request)
   9. Attach documents if necessary.
4. Click "Submit" to complete your ticket request.

1.1.7 How to Submit a Ticket via the Help Desk Form (I’m an Employee)

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
   1. https://childrenofamerica.freshdesk.com/support/home
2. On the homepage, select "Submit a Ticket."
3. Under "How Can We Help?" select the dropdown option "I'm an Employee."
4. Fill in the required fields:
   1. Employee Email
   2. Employee Name
   3. Phone Number
   4. State
   5. School Name
   6. Reason for Contact
   7. Subject
   8. Description (Provide details about your request)
   9. Attach documents if necessary.
5. Click "Submit" to complete your ticket request.

1.1.8 How to Submit a Ticket via the Help Desk Form (Real Estate Inquiries)

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
   1. https://childrenofamericafreshdesk-help.freshdesk.com/support/home
2. On the homepage, select "Submit a Ticket."
3. Under "How Can We Help?" select the dropdown option "Real Estate Inquiries."
4. Fill in the required fields:
   1. Email
   2. Name
   3. Phone Number
   4. Reason for Contact
   5. Subject
   6. Description (Provide details about your request)
   7. Attach documents if necessary.
5. Click "Submit" to complete your ticket request.

1.1.9 Agents: How to Submit a Ticket for a Parent Concern Received via Inbound Call

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
2. Select +New and New Ticket 
3. Contact is the Requesters email address (person calling)
4. Subject
5. School State
   1. School Name
6. Phone Number
7. Agent Request Type is Customer Care
   1. Reason for their Call
8. Group is Customer Care
   1. Select Agent
9. Description
10. Create

1.1.10 Agents: How to Submit a Ticket for a Parent Calling about Enrollment via Inbound Call

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
2. Select +New and New Ticket
3. Contact is the Requesters email address (person calling)
4. Subject
5. School State
   1. School Name
6. Phone Number
7. Agent Request Type is Enrollment
   1. Reason for their Call
8. Group is Enrollment
   1. Select Agent
9. Description
10. Create

1.1.11 Agents: How to Submit a Ticket for an Employee Concern Received via Inbound Call

To submit a ticket, follow these steps:

1. Go to Freshdesk Help Desk.
2. Select +New and New Ticket 
3. Contact is the Requesters email address (person calling)
4. Subject
5. School State
   1. School Name
6. Phone Number
7. Agent Request Type is going to be either, Employee Care, Payroll & Onboarding, Recruiting. If you’re unsure who to route the ticket to I would suggest asking someone in that group.
   1. Reason for their Call
8. Group is either : Employee Care, Payroll & Onboarding, Recruiting
   1. Select Agent based on the Group Selected
9. Description
10. Create

1.1.12 First-Time Login & Password Reset for Freshdesk

• To log into Freshdesk for the first time and select "Forgot Password", enter your school email, and request a reset link to set your password.
• If you forget your password, follow the same process by selecting "Forgot Password" on the login page to receive a reset link and create a new password.

1.1.13 Submitting a Ticket Logged into Freshdesk

You can submit tickets while logged into your Freshdesk account by clicking "Submit a Ticket." Your email address will be automatically populated, and you'll need to complete the rest of the form.

1.1.14 Viewing and Managing Tickets in Freshdesk

Parents, school management, employees, and other stakeholders will not be able to view their ticket status by logging into Freshdesk. Users that submit tickets can access all current and previously submitted tickets, review the conversation history, and close the ticket.

• Login to Freshdesk
• Select Tickets

1.1.15 Freshdesk Ticket Email Notifications

When a ticket is created, updated, or resolved in Freshdesk, you will receive email notifications to keep you informed. These notifications include:

• New Ticket Confirmation – Sent when a ticket is successfully submitted.
• Ticket Updates – Notifies you of any responses, status changes, or additional information requested.
• Resolution Notification – Sent when your ticket is marked as resolved or closed.

If you are not satisfied with the resolution, you can reopen the ticket by responding to the email notification. If you respond to a ticket marked as close it will open a new ticket.