Log an issue or raise a new request using Freshservice

What is Freshservice ?

Freshservice (or the Glen Dimplex Service Desk) lets Group Digital prioritise and manage enquiries, issues and requests efficiently within our promised SLA times. Anyone with a Glen Dimplex email address can log in and create a ticket.

What should I use Freshservice for?

• Defects - include detail and screenshots so we can diagnose the issue and set expectations about how long it will take to resolve
• Access or login requests - tell us which users and email addresses need accounts created
• General queries - questions about how to use the platform and systems, including work instructions
• New feature requests/improvements - which will be added to the product backlog for refinement and prioritisation
• Urgent issues - select the severity level so we can prioritise based on urgency and impact

How do I create a ticket using Freshservice?

1. Create a new ticket in Freshservice (you'll need to log in using your Glen Dimplex email address)
2. Select Division: Group Functions
3. Select Location1: Group IT
4. Select Category:
   • Group Digital - PIM for issues with product data
   • Group Digital - Websites for everything else
5. Include the URL for the website or page(s) impacted
6. Include the appropriate severity based on the impact of the problem
7. Select the closest reason for getting in touch
8. Include as much detail as possible to help our team understand your needs
9. Submit the ticket

What happens next?

• You'll receive a confirmation email confirming your ticket has been received
• Our team will triage issues based on severity and urgency, and get in touch via email with a response

Managing your Freshservice ticket

Visit the Tickets section of Freshservice to:

• Track the status and resolution of your ticket
• Add more detail or change the severity
• Add other people to be CC'd in the email updates
• Mark it as closed if you no longer need help

Why have we changed our process to a service desk ticketing system?

• This new process lets us manage requests much more easily than messy email threads or Teams chat
• We can track resolution times to keep us accountable to our promised SLA times
• It captures all the detail needed upfront, so we can action your request sooner
• You can see the status of your request and the person who’s working on it
• It follows the same approach as Group IT support that you’ve probably already used for any IT problems

Can I still pick up a phone or chat on Teams for support?

As much as we love hearing from you, you’ll likely still be asked to create a ticket so we don’t forget to follow up your issue. Our mailbox will be always monitored by someone so we don’t run into unnecessary delays with timezones and team members being out of office.

We'd love your feedback!

Please let us know how well this Freshservice process is working for you through our quick feedback survey here.