Share
Explore

icon picker
Sycadesk: Internal Helpdesk System Guide

Introducing Sycadesk: The new way to resolve issues internally.
Welcome to the new internal helpdesk system. This guide is designed to help you understand Freshdesk, how to onboard, navigate how to submit a ticket, track a ticket and other common processes.

Table of Content

What is Sycadesk
Freshdesk Account Set up
How to Submit a ticket
How to track a ticket

What is Sycadesk?

Sycadesk is an internal resolution help desk system leveraged on the Freshdesk software. Freshdesk is a customer service software that helps manage customer support requests. This is the system Sycamore uses to manage customer support.
Since this has worked effectively for customers, why not implement it internally? Sycadesk will help organize, track, and resolve customer issues internally. The goal is to simplify issue resolution, improve response time, and address every internal and external customer concern, leaving none unresolved.
image.png

Why Sycadesk?

Sycamore recently clocked 5 years with over 90k customers and over 100 staff members. There is a need to automate issue resolution for efficiency and optimal product and service delivery. Emails and Google Space can not handle all support requests effectively but will remain the go-to platforms for collaboration.

Freshdesk Account Set Up

To have access to Freshdesk, you have to be invited as a collaborator. Once you are invited, you will receive an invite email with a link to set up your account. You can do this in 5 easy steps below or watch a video recording here: ​
Step 1: Click on the email invite link inviting you as a collaborator to Sycamore Helpdesk
image.png
Step 2: Create an account using Google or email and password
image.png
image.png
Step 3: Sign in using Google or email and password
image.png
Step 4: When logged in to your Profile, Click on “My Accounts” - your personal Sycamore account.
pasted image 0.png
Step 5: You are logged in to your Dashboard.
pasted image 0.png

Navigating Sycadesk Portal

Creating an account on Freshdesk gives you access to the Sycadesk Internal Issue Resolution Portal where you will see a list of issue types and easy-to-fill form fields to help log your issues seamlessly.
Click on the Sycadesk Portal Link to access Sycadesk. Note that you have to log in to the portal with your staff account to have access.

How do I Submit a Ticket?

You can submit a ticket via the Sycadesk Portal by going though your Freshdesk Dashboard. Go to Solutions on the Side panel and click on “view on portal” at the top right to access the Sycadesk portal or open the Sycadesk Portal link on a new tab on your browser. You will receive an email after you submit a Ticket.
image.png
Learn how to submit a ticket following the easy steps below or watch a video recording here: ​
Step 1: Click on the Sycadesk Portal link
Step 2: Log in to the portal and click Submit a Ticket
image.png
Click on Submit a Ticket

Step 3: Select the issue type from a list of issues dropdown
image.png
image.png
Step 4: Fill issue form with issue details and submit
image.png
Email of Received Submitted Ticket: You will receive an email after you submit a ticket. You can click on the Ticket link to track and follow up with the ticket from your Freshdesk Dashboard.
image.png
Note: Issues escalation has been automated and will be logged to the right individuals and departments to treat. Some departments or individuals have been put in copy of some issues, not to treat but for collaboration based on the issue type.
For example, Sprout double debit issues which is often a collaboration between the Technology, Repayment and sometimes, CX teams.

How do I Track a Ticket?

How do I know when my logged issue has been resolved?
You will receive an email when you submit a ticket and when the ticket is resolved.
1. Copy Ticket details and follow up on Sprout Support: You can copy the ticket subject and ticket id, and log on Sprout support for follow up.
image.png
2. Add Notes Feature: The Add note feature helps you follow up on a ticket once it has been submitted. Note that you can only add a note after a support agent responds to the ticket by adding a note first.
When you submit a ticket, the Support agent treating the issue will Add a note acknowledging the ticket, by doing so you can also add a note to follow up with the ticket and tag anyone that needs to be involved in resolving the Ticket.
Login to your Freshdesk Dashboard and follow these easy steps to track a ticket or watch a video recording here:
image.png
image.png

Issue Types

Common issues like failed BVN verification, disputed transactions, and failed OTP delivery, amongst others have been integrated into Sycadesk for easy resolution. This helps you provide the right information when escalating, and generally, reduce resolution time.
Here’s a list of all issues currently available to log on Sycadesk. If there is any other issue you think should be automated, kindly reach out to the Tech team.
Issues Ticket List
0
Issues
Responsible
In Copy
1
Tier Upgrade Issue (Tier 1 to Tier 2 Upgrade)
CX
-
2
Failed email verification:
CX
-
3
Failed OTP Delivery
CX
-
4
Sign Up Error (Duplicate Account)
CX
-
5
Unable to verify BVN/VNIN:
CX
-
6
Move loan Remita mandate
Tech
-
7
Update Remita Mandate Status
Tech
-
8
Profile Information Update
CX
-
9
Unable to Accept loan contract
Tech
-
10
Double debit reversal(Sprout)
Tech
Repayments
11
Double debit reversal (Government Loan)
FInance
Tech
12
Adjust Repayment Schedule
Tech
Risk
13
Display loan statement
Tech
Risk
There are no rows in this table
P.S - All members of staff can log customer complaints on Sycadesk instead of reaching out personally to anyone. This is the requirement going forward, and we are advised to get familiar with the platform after this session. From Monday, no other form of issue escalation will be allowed, as long as provision has been made for that particular issue resolution on Sycadesk.

What happens to Sprout Support going forward?

Sprout support will be primarily used for collaboration and enquiries.
Want to print your doc?
This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (
CtrlP
) instead.