Hotline Training

Training documents for new Hotline staff members

Freshdesk Hotline Guide - Getting Started
To log into FRESHDESK: https://mastergardenerssandiego.freshdesk.com/support/home Click the green button in the upper right corner. Log into FreshDesk us...
Thu, 8 Oct, 2026 at 3:37 PM
Freshdesk Hotline Guide - Handling Phone Tickets
Summary Start with the voicemail ticket Listen to the message Add new contact to the ticket and a more meaningful subject description Then process as ...
Thu, 8 Oct, 2026 at 3:28 PM
Freshdesk Hotline Guide - Handling Email Tickets
Sign into Freshdesk using Agent 1 for emails as explained above.  Click on “Tickets,” the third icon down on the left. This is your home screen for emails ...
Thu, 8 Oct, 2026 at 3:34 PM