Add information to a Freshdesk ticket

It is important to know how to add information to a Freshdesk ticket. IDEXX customer support uses the information to help give you a solution to a problem.

To add information to a Freshdesk ticket that has the Open status or Pending status, do this procedure.

Note: When IDEXX customer support adds information to a ticket, you will automatically receive a related email that has the information. If you reply to the email, Freshdesk automatically adds your information to the ticket.

Note: You can usually get access only to the Freshdesk tickets that you make. That is, you cannot get access to the tickets of a different person of your organization. But if necessary, IDEXX customer support can give access to all tickets of an organization to all persons of the organization. For more information, speak to IDEXX customer support.

Go to support.ezyvet.com.
Select LOGIN.
Your web browser shows the LOGIN screen:
Enter the email address and password of your Freshdesk account, then select LOGIN.
Select CHECK TICKET STATUS.
If necessary, select the arrow, then select Open or Pending to show the applicable tickets.
Freshdesk shows tickets that have the Open status and Pending status.
Select the applicable ticket.
Freshdesk shows more information about the ticket. The information includes a full record of discussion between you and IDEXX customer support:
Select Click here to reply to this ticket.
Freshdesk shows a text box and related settings that you can use to add more information to the ticket.
In the text box, enter more information about the question or problem.

Tip: To add a file to the information, select + Attach a file:
Select Reply.
Freshdesk shows a confirmation message: