Standard Operating Procedure
Team function: Onboarding and Operations
Description: Instructions for how to use the Freshdesk app to complete tasks, including SLAs to ensure professional and efficient service.
Document last updated: August 2019
Downloading the App and Logging In:
To use the app, you will need a smartphone with 4G data. Go to the App Store and download the ‘Freshdesk’ app. Login using the email your invite was sent too.
Service Level Agreements for Freshdesk Use
To attend the task during the assigned time. If you cannot attend during this time, to notify the BB’s in the ticket and on Slack before the start time.
To change the ticket status to ‘Ninja Start’ when you arrive and ‘Ninja End’ when you leave. The ticket must be updated before leaving the home.
To provide before and after photos on each ticket.
To provide a detailed written update on each ticket while in the home and the works carried out. ‘Done, Sorted’ etc is not sufficient.
If unable to fix the issue, suggest next steps (e.g ‘a plumber is required’ or ‘replace the bedframe’)
If unable to fix the issue, you should suggest the next steps (e.g ‘a plumber is required’ or ‘replace the bedframe’)
To have a charged phone with data during your shift with access to Freshdesk.
Managing field agents and service tasks
Once a service task is created and assigned to you, you will receive a notification on the Freshdesk mobile app. As a field agent, you can view the list of service tasks assigned to you or your service groups, on logging in. The service tasks are sorted by appointment times. You must attend the appointment time.
Viewing service tasks
Once you log in, all open service tasks appear in a list view. Service tasks can be filtered by status in the list view. The date and time to attend will be displayed on the task. 
If there is any problem with the date and time, you must respond to the ticket immediately to inform the BeyondersBeyond.
All notifications can be viewed by clicking on the ‘bell’ icon on the top header. The ‘Account’ icon in the top right corner allows management of ticket notifications, contacting support and signing out of the mobile app.
Service tasks
Responding to, and updating the service task
To respond to a service task, click on the floating action button at the bottom of the screen.
Clicking on ‘Update status’ will let you change the status of the ticket e.g to Ninja Start’. Clicking on ‘Message support’ will allow you to respond to the BeyondersBeyond with details about the issue. While responding to a service task, always attach images.
Do not send updates in Slack, except for if you are going to be late. If you want to report an issue, please ask a BB to create a ticket for you.
You may have multiple tickets for one home at one time. This is because each issue in the home will have its own Service Task ticket. Update each Service Task ticket with what was achieved and what is still left to be done. Photos must be provided
IMPORTANT: When you start working on one of the issues you must change the status to ‘Ninja Start’ when you finish you must change to ‘Ninja End’. Even if you attend the same ticket twice, you must do this each time. This also helps the BB’s know when each issue is being attended too.
