Support Widget User Guide

TABLE OF CONTENTS

• Introduction to Freshdesk
• Using the widget
• How can I see my tickets?

Introduction to Freshdesk

We have moved our Support Team to a new platform to serve your needs better, and more efficiently. The implementation of this platform aims to make our support process more efficient. As such, we are replacing the in-portal widget with a better interface.

This update also comes with the ability to login to our Freshdesk portal using the same logins as your Portalink account. This step may require the assistance of our Portalink Support team to set up your accounts.

Logging into the Freshdesk portal allows you to see all filed tickets under your organisation to have complete visibility of your reported issues.

Using the widget

1. On the bottom-right of your screen, you will see a new button called "Help". Click on this to expand the widget.
2. Once expanded, you will see the familiar fields that you will need to fill up. Your name and Email will be prefilled using the account you are logged in as.
3. Provide the appropriate details concerning your issue. Including screenshots and any relevant attachments.
4. Click 'Send'.

For document related concerns, please include the link to the order/invoice.

How can I see my tickets?

1. You can see your tickets by logging in to the Portalink Freshdesk portal. Click here.
2. Login using the same email address as your Portalink account. For any issues logging in, you may contact your dedicated Account Manager or Portalink Support by emailing apac.support@portalink.com for APAC clients, and emea.support@portalink.com for EMEA clients. For all others, please email support@portalink.com
3. On the tabs, click on Tickets.
4. You can also download a list of your tickets from the same page.