How To Raise A Trading Ticket

1. Log in to Freshdesk via your portal link

• Open your browser and go to your Freshdesk URL.
• Enter your credentials (email and password) to log in to your account.

2. Access the Ticket Creation Page

• Via Portal (Customer Support Portal):
  • Log in to the customer support portal
  • Navigate to the “Submit a Ticket” or “New Ticket” option, which is often found in the support section of the website.

3. Fill Out Ticket Details

Once you're on the ticket creation page (whether as a customer or agent), you'll need to provide the following information:

As a Customer:

• Summary: Briefly describe the issue you're facing (e.g., Possible incorrect settlement – Champions League, Arsenal v Real Madrid).
• Description: Provide detailed information about the problem. Include error messages, steps to reproduce the issue, and any relevant details like Match IDs, Bet IDs, Markets affected, Customer IDs.
• Type: Bug or Task, most trading queries/cases should be created as a “task” unless the system in some way is not performing as it should, then raise as a “bug”.
• Priority: Choose the priority level for the issue (Low, Medium, High, or Urgent).
• Attachments (Optional): If you have screenshots, error logs, or other files that help illustrate the problem, please attach them.

4. Submit the Ticket

• As a Customer: Once you've completed the form and provided the necessary details, click Submit to create the ticket. You will then receive an email confirmation with the ticket number.

5. Ticket Follow-up & Ticket Tracking

Once your ticket is created, you can track its status.

Via Email:

• You will receive email updates from Freshdesk as your ticket progresses.
  • Ticket Created: An email confirming that your ticket has been created.
  • Ticket Updates: When the support team responds or changes the ticket status, you will receive an email update.
• Reply via Email: You can reply directly to the email notifications to continue the conversation, and your reply will be added to the ticket.

Via the Support Portal:

• Step 1: Log in to the Freshdesk customer portal.
• Step 2: Go to the “My Tickets” section or “View Tickets” to see a list of all your tickets.
• Step 3:Click on any ticket to view its status. You will see:
  • Open: The ticket is still being worked on.
  • Pending: The support team is waiting for additional information from you or taking some time to resolve the issue.
  • Resolved: The issue has been fixed or addressed.
  • Closed: The ticket is considered completed and will no longer receive updates.

6. Replying to a Ticket in Freshdesk 

Via Email:

• Whenever the support team replies to your ticket, you will receive an email with their response.
• Reply to the Email: You can simply reply to the email thread to continue the conversation. Make sure to provide any additional details if requested or ask further questions.
  • Any attachments you add (e.g., screenshots or logs) will also be included in your reply.

Via the Support Portal:

• Step 1: Log in to your Freshdesk customer portal.
• Step 2: Open the specific ticket you want to reply to.
• Step 3: In the Conversation section, you’ll see the responses from the support team and can type your reply in the Reply field.
• Step 4: Click Submit Reply to send your message. This will update the ticket, and the support team will be notified of your response.

7. Closing a Ticket in Freshdesk

Ticket Closure by the Support Team:

• Once the support team has resolved your issue, they will mark your ticket as Resolved/Closed.
• Step 1: You will receive an email informing you that the issue has been marked as resolved and that the ticket is closed.
• Step 2: Confirm Resolution: You will typically be asked if the issue has been resolved to your satisfaction.
  • If you agree that the issue is resolved, you can leave the ticket as Closed.
  • If the issue is not fully resolved, you can respond to the email or portal message, asking for further assistance. This will reopen the ticket.

Additional Tips for Clients:

• Check Knowledge Base: Freshdesk often has an integrated Knowledge Base or FAQs. Before raising a ticket, it's worth checking if your issue is covered by any help or solution articles.
• Ticket History: You can view the history of all your past tickets in the Support Portal. This helps you keep track of previous issues and resolutions.
• Ticket Filters: If you have many tickets, you can filter them based on status (Open, Pending, Resolved) and priority, making it easier to manage your support requests.