Master Gardener Association of San Diego County

To log into FRESHDESK:

https://mastergardenerssandiego.freshdesk.com/support/home

Click the green button in the upper right corner.

Log into FreshDesk using the following emails and passwords:

Email is not your person email or your MG email. It is:

Freshdesk Agent Passwords

FreshDesk Dashboard Screen

Once logged in the page title says “My Dashboard”

The menu on the left contains:

FIRST the MG Logo

SECOND a logo looking like a gas gauge which says “Dashboard” if you hover over it. This one shows statistics; you won’t need to use it.

THIRD is a TICKETS icon. Click this to get all the tickets in the system. This is really our home-page icon. You can ask for only those tickets not resolved, and you can sort them in ascending order because you want to do the oldest one first. More on that in a minute.

FOURTH is a choice of Contacts (this lists anybody who has ever contacted the hotline or Companies. You may find it very useful when you are trying to search for a previous ticket to the Hotline from the same caller.

Solutions, Forums, Reports and Analytics are the remainder and we won’t use them right now.

Click on the TICKET icon. 

When you see “All Tickets” click on it. You will see two white boxes with pull down options. In the second box, the pulldown menu lets you choose All Unresolved Tickets.

Providing there are any tickets unresolved, you can choose how you want to sort the tickets. The SORT BY tab is toward the top left corner of the screen (to the right of the Dashboard icon). You will see at the top of the column “date created.” You can click on “Date created” and choose how you want to view the open tickets. We recommend you start by picking the “Ascending” option.

Note: The right side is labeled FILTERS. We will not be using the filters on this screen. 

SET UP A PRACTICE EMAIL SESSION FIRST: Send a sample email or two to the Master Gardener Hotline: help@mastergardenerssandiego.org. Mark it “Practice email for (YOUR NAME). Please do not open.” Include a question or two for your practice.