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
b) Contacts
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
3. Video guide forwarding on a Police Check
4. Video guide for adding Member to Mailchimp
5. Video guide for issuing Master Masons certificates
6. Video guide for setting member to Excluded
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 - Meeting Report - AID - No Changes Required
Links to Sharepoint master files for above process in video
Step 1: Setting file name, document type and status
Craft: (including and prior to June 30 2025): Lodges Filing (Master) up to June 30 2025.xlsx
Craft: (including and post July 1 2025): Lodges Filing (Master) post July 1 2025
Mark: (including and prior to June 30 2025): Mark Filing up to June 30 2025.xlsx
Mark: (including and post July 1 2025): Mark Filing (Master) post July 1 2025
Mariners: (including and prior to June 30 2025): RAM Lodges Filing (Master) up to June 30 2025.xlsx
Mariners: (including and post July 1 2025): RAM Lodges Filing (Master) post July 1 2025
Chapter: (including and prior to June 30 2025): Chapter Lodges Filing (Master) up to June 30 2025.xlsx
Chapter: (including and post July 1 2025): Chapter Filing (Master) post July 1 2025
Step 2: Lodge and Chapters Returns Spreadsheets - recording if uploaded to GV or changes needed
Craft: (including and prior to June 30 2025): Craft Lodges Returns - 2011 - HISTORIC - up to 30 June 2025
Craft: (including and post July 1 2025): Craft Lodges Returns - CURRENT - from July 1 2025
Mark: (including and prior to June 30 2025): Mark Lodges Returns - 2011 - HISTORIC - up to 30 June 2025
Mark: (including and post July 1 2025): Mark Lodges Returns - CURRENT - from 1 July 2025
Chapter: (including and prior to June 30 2025): R.A. Chapter Returns - 2011 - HISTORIC up to 30 June 2025
Chapter: (including and post July 1 2025): R.A Chapter Returns - CURRENT - from 1 July 2025
Mariners: (including and prior to June 30 2025): R.A. Mariners Returns - 2011 - HISTORIC - up to 30 June 2025
Mariners: (including and post July 1 2025): R.A. Mariners Returns - CURRENT - from 1 July 2025
Sharepoint folder sites
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