Hotline Notes: October 6, 2026
Freshdesk Issues:
- There have been a good number of bounced emails, including several forwarded to MG’s for consult that had the wrong email. Please, PLEASE triple check those email addresses as this is a problem that should not happen.
- Many tickets are not being marked as closed. Please remember to click update.
- There have been more spam and trash issues. These are not just spam calls being labeled as spam, but incorrect changing of the phone ticket. Once done incorrectly, all following phone tickets get marked as spam or trash. If this happens, PLEASE text David and Wendy since they are the computer gurus who can correct this.
- Forwarding tickets: Please remember to REPLY to the sender that you have forwarded the information to the proper contact or put this information in a note if it is a phone call.
- When receiving a forwarded message from the UC staff, you will need to create a new ticket by selecting add New Ticket, then copy and paste the appropriate information from the referral into the New ticket and proceed as usual. Note in the original ticket that a new ticket was created and close the original ticket.
Wendy has compiled data using the tags and found that her data is comparable to the data collected from the two new fields. Leah and Heather will meet and discuss whether the two new fields can be deleted, just using the tags field. When putting in a tag, try to use one that is already there. Citrus, citrus, citrus leaf miner, Citrus leaf miner, and Citrus Leaf miner all come under one tag when Wendy uses her AI magic to put the information together. Use as many tags as needed to help with this. Example: Eucalyptus Insect Beetle can all be put into the tag field.
David just created a new Freshdesk canned response that contains a new MG Transfer inquiry email message with attachments that was drafted by Leah. He also created a new Freshdesk Solutions Resources page that provides the same email content and includes a link to the information that is placed in our Backyard - Hotline folder.
Some of you documents in the folder are no longer current. Specifically, Trees Are Good is not current and the PTCA is not up to date, includes both certified arborists and pruning companies with no designation who is certified. Telling people that they need a professional is the right thing to say but we no longer have a professional list. This information was supplied by Robin Rivet.
There was a great deal of discussion about creating a pest control applicator list. Leo, who used to be a licensed applicator explained what a can of worms this list would be. Apparently, there are several typed of licenses and could be very confusing for the public. It was decided to not go forward with this.
The new trainee class with meet on Thursdays beginning in January. The Hotline/AMG practice lab will be on April 1, 1-2:30 and Kim is asking for helpers. Please email her if you can help.
Last, but definitely not least, is a huge welcome back to Linda Robison who will be working remotely from her new home in Tennessee. For you newbies, Linda was instrumental in getting this FreshDesk thing going back in 22-23. A treasure has returned.
Our next meeting will be Tuesday, December, 1. So, after our monthly meeting and holiday event in Balboa Park, join us via zoom at 4 pm.