Design Training Overview: Utilizing Site Comments

Utilizing Nova Site Comments within Freshdesk streamlines the design review process by ensuring clear communication between designers and agents. Follow the steps below to efficiently manage site comments and ticket statuses:

1. Assignment of the Site Comment Ticket
   The designer will receive a site comment ticket assigned in Freshdesk. This ticket will contain the necessary details for proceeding with the review process.

2. Accessing Site Comments in Nova
   Click the URL provided within the Freshdesk (FD) ticket to view the corresponding site comments in Nova. These comments will appear on the toolbar to the right-hand side of the screen.

3. Viewing the Comment Log
   To view each individual comment, navigate to the comment log by selecting the second icon in the site comments toolbar. This will give you access to all submitted comments.

4. Resolving Comments
   As you address each site comment, be sure to click "Resolve" to mark the comment as completed. This ensures proper tracking and progression of the review.

5. Updating the Freshdesk Child Ticket
   Once all comments have been addressed and marked as resolved, update the Freshdesk child ticket status to "Resolved." This action is crucial as it signals the completion of your part of the process.

6. Parent Ticket Status Change
   After resolving the child ticket, the parent ticket will automatically update to the status "In Progress" with the sub-status "Ready for Client Review." This keeps the ticketing workflow organized and transparent.

7. Handling Additional Site Comments
   Any further site comments will be included in the same parent/child ticket chain until the designer updates the child ticket to "Resolved."

8. New Ticket Creation for Late Comments
   If new site comments are added after the child ticket has been marked as "Resolved," a new parent and child ticket will be generated, restarting the review process.

9. When a Ticket is Put on Hold
   If the ticket needs to be placed on hold, the designer should use the "Reply" option within Nova Comments to provide feedback. Additionally, the Freshdesk child ticket should be updated to the status "Blocked," along with a relevant sub-status indicating the reason for the hold.

By following these steps, designers and agents can ensure a smooth and efficient process for handling site comments and maintaining clear communication through Freshdesk and Nova.