How to Efficiently Locate Key Fields in Freshdesk for MediaMint

Navigating Freshdesk effectively is key to ensuring smooth ticket handling and communication within MediaMint. To make the process easier, understanding where to find and use essential fields is crucial. This guide will help MediaMint agents quickly locate key fields such as the Assignee, Tags, Agent in Child Tickets, and Private Notes for better collaboration and ticket management.

1. Finding the Assignee Field

The Assignee field shows who is responsible for handling a particular ticket. This field helps you quickly identify or reassign responsibility.

Steps:

• Open the ticket in Freshdesk.
• In the ticket’s details pane, typically on the right side, find the Assignee field.
• Use the drop-down menu to assign the ticket to the appropriate person, such as a designer, if reassigning is needed.

2. Adding a Tag to a Ticket

Tags are used to categorize and flag tickets for specific actions, like escalating them for designer review.

Steps:

• Open the ticket.
• Scroll down to find the Tags section in the ticket details.
• Enter a tag (for instance, “Shared Edit”) and hit Enter to apply it.

3. Finding the Agent in a Child Ticket

The Agent field in a Child Ticket indicates who originally worked on the website build or redesign, helping track the project’s history.

Steps:

• Open the main ticket and scroll to the Child Tickets section.
• Find the child ticket, titled “Non-Live Design Website Build” or “Redesign.”
• Click on the child ticket, then find the Agent field on the right side to see the original designer’s name.

4. Adding a Private Note

Private notes allow you to communicate internally without sharing information with the client. This is helpful for providing updates or instructions to other team members.

Steps:

• Open the ticket.
• Scroll down to the Conversation section.
• Select the Add Note tab.
• Write your note and ensure you check the box or toggle for Private Note so it stays internal.
• Click Add Note to save it.

Conclusion:

Mastering the location of key fields like Assignees, Tags, Agent in Child Tickets, and Private Notes will streamline ticket management within Freshdesk. By efficiently using these fields, MediaMint agents can ensure clear internal communication, accurate task delegation, and smooth collaboration