Helpdesk Calls


Calls that show the recipient as Helpdesk are those where the caller chose to listen to the phone tree rather than to speak to a live person:



If you get to a point in your shift where there are no open tickets and incoming calls/chats, listen to these Helpdesk tickets.


  1. Look up the phone number in Intra. Do we have a user or booking associated with the number? 

    1. If so, click on their number in the missed call list to see their Contact page in Freshdesk

    2. Click Edit in the upper right-hand corner

    3. Enter in the email address and name for the person in the appropriate fields

    4. Save so that when this person calls in the future, we know who they are. You can now also check any recent tickets associated with either their phone number or email.

  2. Does it sound like the person had their question answered or issue resolved? If not, give them a call back and see what we can do to help.