SOP 012 - Milrose (all Companies) – How to provision end-user’s access to Freshdesk Portal

Provision access to end-users to the Freshdesk Customer Portal used to manage helpdesk tickets from the customer’s point of view.

This applies to all Milrose Employees.

1. Sign into Freshdesk
   1. Confirm with manager if admin access is not available.
2. Go to Customers > Contacts on the left hand side
   1. Customers will be represented by the third option on the left-hand side

1. Search up the user’s name
   1. If the user’s contact does not exist, create the account using the steps below
      1. At the top right of the screen select New - Contact 
      2. Fill out the form below with the highlighted fields

1. Provide the link below to the user to access the Freshdesk Portal to:
   1. Create new tickets
   2. View/Manage Existing tickets

To perform the steps in this SOP you will need a Freshdesk Administrator Access