Freshdesk & Jira Ticket Handling Workflow
This workflow supports the updated Freshdesk permissions and ownership structure while making best use of the Knowledge Base, Glean, App Support, and Heather’s time.
1. Initial Ticket Handling by CS Agent
  1. Ticket received in Freshdesk and owned by a Client Success (CS) agent.
  2. CS agent must first:
    • Check the Knowledge Base for answers.
    • Use Glean to search for existing guidance and similar cases.
Outcome:
  • If the answer is found, the CS agent resolves the ticket in Freshdesk and updates any relevant internal notes or documentation as needed.
  • If the answer is not found, proceed to escalation.
2. Escalation Path from CS Agent
If the CS agent cannot resolve the ticket via the Knowledge Base or Glean:
  1. Escalate to App Support as the first escalation step.
  2. App Support attempts to resolve the ticket using:
    • Their own knowledge.
    • Existing documentation and tooling.
Outcome:
  • App Support will handle the ticket and decide if a Jira ticket should be created.
  • App Support will follow all usual processes until the issue is resolved and will liaise with the CS Agent to allow for any communication to the requester if required
  • In the unlikely event that App Support are unable to assist, further escalation to the CS Manager can be implemented.
 
3. Escalation to CS Manager (Zac Warren)
In cases where:
  • The CS agent or on rare occasions that App Support are unable to resolve the issue, or
  • The case is a complaint, high‑risk, or particularly sensitive,
the ticket should be escalated to the CS Manager, Zac Warren.
  • Zac will review the ticket history, available information, and recommendations.
  • The ticket may be temporarily assigned under Zac for internal review, but the CS agent normally remains responsible for customer-facing communication, unless explicitly agreed otherwise.
  • Outcomes and next steps should be documented clearly in the ticket so learning can be fed back into the Knowledge Base, Glean, and team practices.
4. Role of App Support and Knowledge Gaps
  • App Support must be used as the primary escalation path before involving additional stakeholders.
  • We acknowledge that App Support will have knowledge gaps, but:
    • We must utilise this team.
    • Tickets they struggle with help us identify and close knowledge gaps.
  • For every ticket where App Support or Heather is involved:
    • Ensure outcomes, root causes, and any missing documentation are clearly captured.
    • Use this information to:
      • Update the Knowledge Base.
      • Improve Glean training data on help desk matters.
5. Jira Tickets Raised from Freshdesk
When a Freshdesk ticket requires a Jira ticket (e.g. bug, feature request, change):
  1. The originating Freshdesk ticket information must be attached to the Jira ticket.
  2. The CS agent uses Glean to help build out the Jira ticket in full, ensuring:
    • All impacted areas are clearly described.
    • Sufficient context is provided for triage and development.
The Jira ticket must clearly include:
  • Original requester (customer and/or internal contact).
  • All relevant information from Freshdesk.
  • A summary of all communication so far.
  • Any steps to reproduce, impact summary, and environment details, where relevant.
6. Handling Different Jira Ticket Types
6.1 Customer Bugs
  • Customer bug tickets follow the existing triage process:
    • Logged in Jira from Freshdesk.
    • Triaged by the appropriate team.
    • Updated in line with current bug-fix SLAs and communication standards.
6.2 Customer Requests (Non-bug)
For customer requests (e.g. new features, enhancements, changes):
  1. Raise a Jira ticket from the originating Freshdesk ticket.
  2. Ensure the Jira ticket:
    • Contains full and clear information about the request.
    • Captures the customer context, impact, and urgency.
  3. These tickets are:
    • Reviewed with Senior Team when meeting to make decisions on these ticket types.
7. Process Objectives
This workflow is designed to:
  • Maintain clear ownership:
    • CS agents own frontline tickets and communication.
    • App Support is the first escalated layer.
  • Ensure time is used effectively:
    • App Support is actively developed by exposing and closing their knowledge gaps.
  • Continuously improve:
    • Knowledge Base and Glean through insights from escalated tickets.
    • Consistency and clarity of how tickets flow through Freshdesk and into Jira.
This should be used as the standard workflow across the team and aligns with the updated Freshdesk permissions and Client Success structure.
 
Appendix:
 
Using Heather as a Knowledge Source
If the CS Agent cannot resolve the issue:
  1. The CS agent may seek knowledge, guidance, and advice from Heather and/or Tracey as subject matter experts.
  2. The CS agent remains the owner of the ticket and responsible for all customer/requester communication.
To enable Heather to review details:
  • Ticket details can be temporarily assigned or added under the individuals name so they can access the full context.
  • All relevant investigation and notes should be added to the ticket.
  • The CS agent must update the requester and manage the ticket through to closure.
 
Important considerations:
  • Heather only works 2 days a week, so her time is focused on high-value knowledge sharing rather than managing tickets.
  • This structure allows us to:
    • Track knowledge gaps.
    • See where and why additional support is needed.
    • Feed those insights back into the Knowledge Base and Glean.