Using FreshDesk

Note

This page highlights Freshdesk, an online platform 2i2c uses for managing our technical support queue. Technical support is vital for the success of 2i2c’s customers. As of 2025-04-25, there are team-wide discussions about responsibility, accountability and reporting lines around customer success.

We use FreshDesk as part of our support processes. This service has its own functionality and quirks, and this page is a place to document some common actions we must take.

Add a footer to all replies

Sometimes it is useful to auto-add a footer to all support ticket responses. This will come pre-populated in our response, and we can then add more text as we wish. This is useful for things like notifying communities about expected downtime.

Here’s the FreshDesk page on adding a footer. And a quick summary:

1. Go to Admin > Workflows > Email Notifications.

2. Click on the Templates tab > Agent Reply Template.

3. Edit the form in order to add the text you’d like.