Freshdesk Help Guides & Videos

Modified on Tue, 1 Apr at 4:34 PM

Freshdesk Help Guides & Videos


This document will contain video guides and sample images to assist with process in Freshdesk.



1. How to see if another user is on the same ticket as you


When you load into another ticket, if another user is on the same ticket it will show a circle with a number of other admin users on the ticket. If you hover over it, it will display the user's name/s.




If another user is responding to the ticket, it will show a pencil and paper icon and the name of the user replying. This is a helpful feature that will prevent double up of replies to members / customers.






2. Video guides for Freshdesk Ticketing


a) Dashboard view and options

b) Contacts

c) Company overview

d) Creating new contacts and companies

e) Ticketing views and filters

f) Ticket properties and statuses 

g) Replying to tickets internal and external

h) Contacts with multiple lodges 

i) Merge tickets


3. Video guide forwarding on a Police Check

Click here to view


4. Video guide for adding Member to Mailchimp

Click here to view 


5. Video guide for issuing Master Masons certificates

Click here to view


6. Video guide for setting member to Excluded

Click here to view



Certificate of Currency Process (2025 version)


Link to Sharepoint directory of 2025 CoC files - click here

Video guide with directions and process for how to action 'certificate of currency process' - click here



Actioning 'Meeting Report' Tickets


Video guide with directions and process for how to action 'meeting report' tickets - COMING SOON

Links to Sharepoint master files for above process in video


Step 1: Setting file name, document type and status

Craft: Lodges Filing (Master) .xlsx 

Step 2: Lodge and Chapters Returns Spreadsheets - recording if uploaded to GV or changes needed

Craft: Craft Lodges Returns - 2011 - current BSDPTN.xlsx 

 

Sharepoint folder sites 









Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article