Freshservice Template: Helpdesk Facing Troubleshooting Guide

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BTech

BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice logo

Freshservice Documentation Guides, 1000060395.

Documentation Information

Example:
- Email Domain Name Trademark Infringement, 1000059892.

Template Preview

Article Title

Title Describing Hardware/Software and the Issue/Error Message

Article Body

BTech

BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific.

Information

Symptom Reported

Description of the issue.
Potential ways the issue/error is reported to the helpdesk.
Error message.
Steps leading to the error message.

Screenshot of the error message with optional text.

Cause

Description of what is causing the error\issue.

Estimated Troubleshooting Time

Estimated gauge to identify how long this troubleshooting article, typically, takes to complete.

Troubleshooting

orange flashing alert (If applicable) Customer Facing Documentation is available!

(Link to the Customer Facing Documentation, include article title and article number)

Troubleshooting steps to validate/identify the error/issue.
Troubleshooting steps to resolve the error/issue.
Information what to do if the troubleshooting did not resolve the issue.
- Escalation steps
- Open Ticket steps

Ticket Logging Guide

Subject:
Provide an example Subject to use or reference
Description:
- Highlight important details to include for faster resolution.
- Provide examples of information to include.
Attach a file: include if a picture or screenshot is needed or will aid with the resolution.
- Provide the customer with a reference reminder of what to include in the attachment (picture, screenshot, file, etc).
Priority: (Suggest a Priority)
Issue: (Provide info to guide the agent)
- Category: (Provide info to guide the agent)
  - Specifics: (Provide info to guide the agent)

Template HTML

				<table style="width: 100%;">
					<tbody>
						<tr>
							<td style="width: 17.8607%; vertical-align: middle; text-align: center;" rowspan="2"><img data-id="1031716887" class="fr-fic fr-dii" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTgyNTk5OCwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.ykODyS5O5at6QWDVbNGtIhsaVoMD_Poo4Idgw_qdbDw" style="width: 100px;" alt="Swinerton logo"></td>

							<td style="vertical-align: middle; width: 82.0398%;">

								<h1><abbr title="Business Technology">BTech</abbr></h1>
							</td>
						</tr>
						<tr>
							<td style="vertical-align: middle; width: 82.0398%;"><a href="https://swinerton.sharepoint.com/:u:/r/sites/swinnet_btech/SitePages/BTech-Alerts.aspx" target="_blank" rel="noopener noreferrer">BTech Alerts & Notifications</a> - Check this page for the latest information on emergencies and system outages. All times are Pacific.</td>
						</tr>
						<tr>
							<td style="width: 17.8607%; text-align: center; vertical-align: middle;"></td>
							<td rowspan="2" style="width: 82.0398%; text-align: left; vertical-align: middle;">

								<p>
									

								</p>
							</td>
						</tr>
						<tr>
							<td style="width: 17.8607%; text-align: center; vertical-align: middle;">Information</td>
						</tr>
					</tbody>
				</table>

				<p>
					

				</p>

				<p>
					

				</p>

				<h1>Symptom Reported</h1>

				<ul>
					<li>Description of the issue.</li>
					<li>Potential ways the issue/error is reported to the helpdesk.</li>
					<li>Error message.</li>
					<li>Steps leading to the error message.</li>
				</ul>

				<table style="width: 500px;">
					<tbody>
						<tr>
							<td style="text-align: center; vertical-align: middle;"><img alt="error message" data-id="1032399232" class="fr-fil fr-dib" style="width: auto;" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTIzMiwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.qRAbJwUvn35uxPDLIx-AMwEZpOm7nCxM-YkBHx2lSCQ"></td>
						</tr>
						<tr>
							<td>

								<ul>
									<li>Screenshot of the error message with optional text.</li>
								</ul>
							</td>
						</tr>
					</tbody>
				</table>

				<p>
					

				</p>

				<h1>Cause</h1>

				<ul>
					<li>Description of what is causing the error\issue.</li>
				</ul>

				<p>
					

				</p>

				<h1>Estimated Troubleshooting Time</h1>

				<ul>
					<li>Estimated gauge to identify how long this troubleshooting article, typically, takes to complete.</li>
				</ul>

				<p>
					

				</p>

				<h1>Troubleshooting</h1>

				<p>
					

				</p>

				<p><img alt="orange flashing alert" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTUwNiwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.7iqrguYPhBbXyNkarCbqcjUBEbcFhvRtVLHw8n7x3mw" style="width: auto;" class="fr-fil fr-dib" fileid="1032399506" data-id="1032399506">(If applicable) Customer Facing Documentation is available!</p>

				<ul>
					<li>(Link to the Customer Facing Documentation, include article title and article number)</li>
				</ul>

				<p>
					

				</p>

				<ol>
					<li>Troubleshooting steps to validate/identify the error/issue.
						

						

					</li>
					<li>Troubleshooting steps to resolve the error/issue.
						

						

					</li>
					<li>Information what to do if the troubleshooting did not resolve the issue.

						<ul>
							<li>Escalation steps</li>
							<li>Open Ticket steps</li>
						</ul>
					</li>
				</ol>

				<p>
					

				</p>

				<h1>Ticket Logging Guide</h1>

				<ul>
					<li><strong>Subject:
</strong>

						<table style="width: 500px;">
							<tbody>
								<tr>
									<td>Provide an example Subject to use or reference</td>
								</tr>
							</tbody>
						</table>
						

					</li>
					<li style="font-weight: bold;"><strong>Description:</strong>

						<ul style="list-style-type: circle; font-weight: initial;">
							<li>Highlight important details to include for faster resolution.</li>
							<li>Provide examples of information to include.
								

								

							</li>
						</ul>
					</li>
					<li><img alt="paperclip icon" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTI3NSwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.u_EdVzzGOGooWrdT0k4dtgTih9Agh_UuKrmd6v7WAuc" style="width: auto;" class="fr-fil fr-dib" data-id="1032399275"><strong>Attach a file:</strong>include if a picture or screenshot is needed or will aid with the resolution.

						<ul style="list-style-type: circle;">
							<li>Provide the customer with a reference reminder of what to include in the attachment (picture, screenshot, file, etc).</li>
						</ul>
					</li>
					<li><strong>Priority:</strong>(Suggest a Priority)</li>
					<li><strong>Issue:</strong>(Provide info to guide the agent)

						<ul>
							<li><strong>Category:</strong>(Provide info to guide the agent)

								<ul>
									<li><strong>Specifics:</strong> (Provide info to guide the agent)</li>
								</ul>
							</li>
						</ul>
					</li>
				</ul>