Before you make a ticket, it is important to know the information that you must give.
This image and table give information about the areas of the screen shown when you make a ticket directly in Freshdesk"Figure 1. Areas of the Freshdesk screen for a new ticket
Area
What to do
1
This area automatically shows the email address of your Freshdesk account. Freshdesk sends automatic emails about the ticket to the address.
Note: You can enter a different email address but make sure it can send and receive information. For example, it is possible that the sign-in email address of an ezyVet site does send or receive information.
Tip: To add one more email address, select Add cc:
2
Select the applicable Priority value of the ticket. The Priority identifies how important your problem is.
There are four possible Priority values:
Low: Use for a general question
Medium: Use for a problem that prevents a usual workflow but has an alternative workflow
High: Use for a problem that prevents a usual workflow and that does not have an alternative workflow
Urgent: Use for a problem that fully does not let you use ezyVet
Note:ezyVet customer support examines each customer support ticket and makes sure that the importance is correct. If you set a Priority value of High or Urgent, it does not mean that ezyVet customer support will speak to you immediately.
3
4
If applicable, give a minimum of two more examples of the problem.
5
Enter the address of the applicable ezyVet site.
6
Enter the department name of the applicable ezyVet site.
7
Enter the ezyVet version number that is applicable to the problem or question.
This area automatically shows the name of the person who is signed in to ezyVet. You can change this name if necessary.
9
Enter the name and full version number of your web browser (for example, Google Chrome Version 89.0).
10
Enter a subject for the ticket. The subject is a very short sentence about the problem. The recommended sequence for the subject is:
Your organization name
The feature or function of ezyVet that has the problem
Short information about the problem
An example subject that uses the recommended sequence is Callisto Vets – Records dashboard – Wellness filters show unexpected results.
11
Enter full information about the problem. If possible, also use:
Screenshots
Record links of applicable ezyVet records
Note:Make sure that your screenshots:
Always show the address of your ezyVet site
Always show the username of the person who is signed in to the site
Always show the date and time
Note: Use the screenshot app of your device to make a screenshot. Do not use a photograph of your device’s display. For more information, refer to About screenshots for customer support.
Tip: To get a record link, right-click the tab of the applicable record, then select Copy Link:
