New Support Portal (Freshdesk) FAQ
1. General Questions
What is Freshdesk?
Freshdesk is a top online helpdesk solution from Freshworks. Freshdesk has consistently been ranked as a top 10 SaaS provider by Forbes Cloud 100 and maintains over 40,000 active customers worldwide.
Why has Syft adopted Freshdesk as its new customer support platform?
The Freshdesk ticketing system will allow Syft support teams to collaborate more efficiently as well as allow our support experts to engage in more meaningful conversations with our valued customers. Freshdesk offers enhanced automation, analytics, security, and educational resources that will provide greater value to internal and external users.
When is this change happening?
November 8, 2021
How will this affect me?
Syft Synergy software customers will have a new login to access the new Syft support portal. The general support process will remain the same.
Who does this affect?
All Syft Synergy software customers.
Has Syft updated its Service Level Agreement?
Yes, with the transition to Freshdesk, Syft has updated the Service Level Agreement (SLA). If you would like to receive a copy of the new SLA, please contact your dedicated account manager.
Who can I contact for more information or to ask questions?
Your Syft dedicated Account Manager will proactively reach out to you to ensure you have received all the information you need to begin using the new portal. You may also contact Syft Support by emailing us at firstname.lastname@example.org or by calling 888-647-4621, Select 1 for Support.
Next select one of the following prompts:
- Select 1 for Point-of-Use
- Select 2 for Warehouse & Distribution
- Select 3 for Decedent Management
Who is my dedicated Account Manager?
If you are unsure who your Syft Account Manager is, please email AccountManagers@syftco.com to find out who covers your account.
2. Using Freshdesk
How do I access Freshdesk?
Syft will be creating an account on your behalf. You will receive an email on November 1, 2021 from email@example.com that will include instructions on how to activate your account. From there, you will simply log in and begin learning how to navigate the Freshdesk portal. We have created four new videos for you to help kick-start the learning process on using our new support portal.
What will the new support portal look like?
Below is a screenshot of the homepage on the new support portal.
How do I open a new support ticket?
Once you are logged in, you will select the “New Support Ticket” button, located under the search bar. After you select that, you will be taken to the Submit a Ticket page (screenshot below). Please fill out all the information required and select the Submit button at the bottom of the page to successfully submit your ticket. If you would like additional information, please watch our Creating a Support Ticket video.
How do I view my open/pending support ticket(s)?
Open/pending support tickets will be available to view in Freshdesk. To view open or pending tickets, select the ‘Tickets’ tab in the top navigation bar. Once there, you will be able to view all Open or Pending tickets for your account. If you would like additional information, please watch our Checking Ticket Status video.
Can I view old support tickets?
Support tickets that were created on or after January 1, 2021 are now viewable in the new support portal. Any support tickets created prior to January 1, 2021 are not accessible in the new system.
How do I reset my password?
There are two options to update your password:
- You can update your password by going to http://syftco.freshdesk.com. At the login screen, there is an option to select ‘forgot password’. Select ‘Forgot Password’ and follow the prompts to update your password. If you are already logged into the new support portal, you can also select the “Edit profile” button in the upper right-hand corner to edit your password.
- Contact your Syft support representative, they can assist you in updating your password.
Can I send a new ticket through email?
Yes, you will still be able to submit a ticket via email. You can submit the ticket by emailing firstname.lastname@example.org.
How do I respond to an active/open ticket through email?
To respond to a ticket via email, please reply directly to the email. Make sure to use the same email address that was used to submit the original ticket (it should be the same email address you use to access the Syft support portal).
Do you have a user guide for the new support portal?
Yes, we have created a user guide to help you understand how to use our new support portal Read User Guide.
3. Video Tutorials
Syft has created four videos to highlight how to use the new Freshdesk support portal for Syft.