QAD Freshdesk Guide
One to one (at least)
Any tickets going to QAD MUST exist in freshdesk. The freshdesk number is to be put into the QAD ticket in the “Customer reference” and the QAD ticket number into the QAD field on the freshdesk ticket.
Please check with me if a ticket should be sent to QAD or not. This is off course not needed if it is an urgency.
Manual entry
Please also make sure you add to the freshdesk any help, conversations, setup etc you do via mail or conversations. Only when we have the full picture is it possible to make trends, see areas that is suffering, areas that need more training etc. You can do this directly into Freshdesk or by sending an email to qad.support@laerdal.com. If you send email please read the instructions of how to edit the information in the “Forwarding an E-mail as a Ticket to Freshdesk” inside the below link.
To find your tickets
use the filter “Unresolved tickets – me”
Your area of responsibility:
Regions, AM – Americas, Eur – Europe, AP – Asia & Pasific.
Important statuses:
Open - when you start working on the ticket
Pending – if you are waiting on feedback from the customer (originator of the ticket)
Resolved - finished
Please go to this solution folder and read what to do inside Freshdesk.
http://servicedesk.laerdal.com/solution/categories/5000099671/folders/5000157734