An Overview

The purpose of this article is to explain the process to create an support ticket using the offered methods by CFS


Important

Please read through all important information before continuing with this article

  • The offered methods for ticket creation is: Portal, Email and Phone as outlined in each of the optional sections below 


Instructions:

Please make sure to follow all steps as written below. If there is any issues with this article please report them to the IT Department immediately for corrections and additions.


OPTION 1 of 3: Creating tickets from the portal

The following option allows you to open the CFS support portal to view, update and create tickets. To create tickets using this method, please follow the steps below:


  1. Follow this article for "Freshdesk Login" to login into your account
  2. Once you have successfully logged in, click the "New Support Ticket" link as shown below:
  3. On the ticket form page, enter all information in the fields for: 
    • Requestor: Your CFS email address. This will be populated for you from your login to the portal
    • Subject: Brief description of your ticket
    • Group: The support group your problem pertains to
    • Description: Detailed explanation of your issue

  4. Once you have entered all the information in to the ticket form, press the "Submit" button


OPTION 2 of 3: Creating tickets from email

The following option allows you to create tickets using the CFS email system


  1. Open gmail by going to https://mail.google.com/ in your internet browser or clicking HERE
  2. Press the "Compose" button located in the left side menu
  3. In the "To" line enter the following email address: support@cfsorg.freshdesk.com
  4. In the "Subject" line enter a brief description of your issue
  5. In the body of the email write a detailed explanation of your issue. See the following example to initiate a new support ticket:
  6. Once you have entered all the information into the email, press the "Send" button to submit your email and create a ticket


OPTION 3 of 3: Calling the help desk

The following option allows you to call our help desk and speak with a live agent. 


  1. From any phone dial the number: (508) 544-0658
  2. Listen to all the prompts and then press the number that applies to you
  3. If an agent does not pick up, please leave a detailed message with your Name, Phone Number, Email address, Contact information and a detailed explanation of the issue you are having. This message will then automatically create a new ticket in our system wherein an agent will assist as soon as they can.