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: Lodges Filing (Master) .xlsx
Mark: Mark Filing (Master).xlsx
Mariners: RAM Lodges Filing (Master).xlsx
Chapter: Chapter Lodges Filing (Master).xlsx
Step 2: Lodge and Chapters Returns Spreadsheets - recording if uploaded to GV or changes needed
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
Feedback sent
We appreciate your effort and will try to fix the article