How to raise a ticket in Fresh

Go to the SERVICE CATALOG page in Fresh
From the options, select the appropriate team you need to escalate a ticket to

DO NOT click New Ticket. Submitting a ticket this way will NOT work. You must select the appropriate team from the SERVICE CATALOG

DO NOT select New Service Request. Submitting a ticket this way will NOT work. You must select the appropriate team from the SERVICE CATALOG. Ie Corp It or WC - Platforms and Console.

Under the appropriate team, click Request Now
Complete the form

To attach files and images, click Attach a file

Click Place Request
Copy the ticket number and paste it into your case, in the Ticket Reference section (please note, the Click Here button will not take you to the Fresh ticket)

How to view your tickets

To view open and completed tickets (both yours and all of Webcentrals), follow the below steps.

In Fresh go to TICKETS
Click Tickets created by to reveal the drop-down menu and select whose tickets you want to view

Select All to reveal all tickets created by Webcentral staff (or keep it as Me to only view your tickets)

Click Open or Pending to reveal the drop-down menu to select what ticket statuses are displayed
Click Sort by to reveal the drop-down menu and select how to filter the tickets

Give feedback

When a ticket is completed, you will have the opportunity to leave feedback. We strongly encourage you to do this, to help our teams improve.

Go to TICKETS
Click on the completed ticket
Under CSAT, on the right side of the screen, click Take the Survey
Answer the questions and submit your feedback

How to raise a FRESH ticket from Salesforce

In the case view, click on the dropdown next to Merge Cases. Then Click Raise a FRESH Request.
This will open to the FRESH Service desk url directly to the WC - Platform and Console selection.

How to add a FRESH ticket from Salesforce

After you have raised a FRESH ticket you can then add the ticket number to the Ticket Reference box. When adding the FRESH ticket number you will need to remove the "SR-" and just add the number. Then the Ticket Link will be generated so that you can load the FRESH ticket by clicking Click Here.

FRESH Tickets Templates

To be used be escalating FRESH ticket for the Platform Support or Application Support Team.

	TEMPLATE
Restoration of Cancelled Service	Hi Team, Can you please restore the service and billing line for the following domain INSERT DOMAIN. Please see the screenshot attached and removed the called date INSERT DATE Further to add, please fully restore the clients **INSERT WHAT NEEDS RESTORING (e.g. email account, database, website files). Thank you.
Email Restoration	Hi Team, Cany you please restore the following email accounts: List of accounts Can you please restore the billing line for the following domain INSERT DOMAIN. Please see the screenshot attached and removed the called date INSERT DATE Further to add, please fully restore the clients email accounts, website files and databases. Thank you.
OX Migration Re-run	Hi Team, Customer has been migrated to OX mail from M365 and is reporting that there are emails missing from the OX Mail account. Can you please assist with re-running the migration. The impacted email/s are: INSERT EMAIL ADDRESSES
OX Mail Migration OX to M365	Hi Team, Customer has requested to be migrated back to M365 from OX Mail. Customer has purchased INSERT LICENSES TYPEDNS has been changed to reflect the change to M365OX Mail service line is still showing in the console.Can we please reverse the migration. Email / Password INSERT EMAIL / PASSWORD Thanks
Hacked website files	Hi Team, Customer has reported that their website has been hacked. Customer believes that this happened on/around INSERT APPROX DATE. If there is a backup available before this date, can you please assist with restoring the website/website files.

Frequently Asked Questions (FAQ)

Q: What Fresh ticket should we escalate for Incidents?

A: “WC Platform Support - Report Fault”

Q: What Fresh ticket should we escalate for NBN Netops?

A: “WC NBN/Network Support”

Q: Once a fresh ticket has been raised, can all of Customer Care have access

A: YES - staff should have permission to view all tickets. If you do not, please ask your team leader to organise this for you

Q: There is an option in Salesforce to "raise a request" - will this be fixed/updated to go to Fresh?

A: YES - this feature is being worked on and will be released asap

Q: There is an option in Salesforce to input a ticket number and then you can click to load the JSD/Fresh - Will this be fixed/updated?

A: YES - this feature is being worked on and will be released asap

Q: Can I add files and images to a ticket?

A: YES - there is an option to attach files and also add screenshots after creating a Fresh ticket. But Screenshots can also be added after the Fresh ticket has been created.

Q: When a Fresh ticket is resolved, there is no option to re-open the ticket - Will this feature be added?

CONTEXT: There are times when the Fresh ticket is incorrectly resolved and may need to be re-opened to prevent re-creating another ticket with the same information.

A: This is a limitation of the Fresh ticketing System, a new ticket will need to be created if the original one is closed. Please include your original Fresh ticket number in the new ticket you create

Q: If we need to provide more "Request Types" in the dropdown - Who do we provide this to?

CONTEXT: For services such as NBN/Windows/OX-mail/BNE

A: Reach out to your team leader if there are any "Request Types" that you think needs to be added

Q: When do we use JIRA from now on?

CONTEXT: if we need to request improvements to the console or a software ticket to salesforce, do we use Fresh, JSD or JIRA

A: For now, Software(Salesforce stuff) is still using JIRA, but this may change. We will update this document if it does.

If you need any support using Fresh, please contact your team leader for assistance.

Content:

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