✨ Did You Know?

Without tickets, we cannot show you stats like these.

These numbers only exist because teams log tickets. If it is not in FreshDesk — for us, it did not happen.

Right now, requests come in from everywhere. A Teams message here. An email there. Someone stops you in the corridor. A sticky note on the monitor. Each of these feels harmless on its own — but together, they create a problem: we cannot measure what we cannot see.

When everything flows through a FreshDesk ticket, we can measure it, report on it, improve it — and show the whole business what each team actually does.

This applies to customer requests AND internal team requests. Sales needing something from Customer Delivery. L&D requesting a fix from Dev. Account Management chasing a data file. All of it — one ticket.

ⓘ Tip: FreshDesk is not just for the Support Team. Every person at Trade Shield may need to raise, view, or contribute to a ticket at some point.

A ticket represents a single issue or request. One problem, one ticket. Think of it as the customer file for that issue — everything you need lives in one place.

⚠ Golden Rule: Every ticket must have an owner. No orphan tickets. If it does not have an owner, it is at risk.

This is for everyone — not just the Support Team:

ⓘ Tip: Please continue to be human beings and have conversations. But after you have had that conversation — put it in the ticket.

Option A (email) is the quickest:

ⓘ Tip: Include who it is affecting, what the problem is, when it started, and attach a screenshot if you have one.

Every ticket moves through statuses — these are a living signal of how support is performing.

SLAs — our commitments to customers on response and resolution time. Breaching an SLA is a broken promise.

⚠ Note: Only resolve a ticket when the issue is actually resolved. Closing early erodes trust and breaks your SLA data.

ⓘ Remember: Reply = the customer voice channel. Note = the team backstage conversation. If you spoke to a customer on the phone — put a note on the ticket. Always.

FreshDesk is a business intelligence engine. Every ticket tells us something about our product, processes, and customers.

⚠ This only works with clean data. Poorly logged tickets give wrong churn scores — meaning AM misses at-risk clients. Ticket hygiene is everyone responsibility.