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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.

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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:

Watch Video

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Step 1: Click on the email invite link inviting you as a collaborator to Sycamore Helpdesk

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Step 2: Create an account using Google or email and password

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Step 3: Sign in using Google or email and password

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Step 4: When logged in to your Profile, Click on “My Accounts” - your personal Sycamore account.

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Step 5: You are logged in to your Dashboard.

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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.

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Learn how to submit a ticket following the easy steps below or watch a video recording here:

Watch video

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Step 1: Click on the Sycadesk Portal link

Sycadesk Portal

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Step 2: Log in to the portal and click Submit a Ticket

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Click on Submit a Ticket

Click on Submit a Ticket

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Step 3: Select the issue type from a list of issues dropdown

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Step 4: Fill issue form with issue details and submit

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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.

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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.

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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.

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Watch video

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Sycadesk Portal

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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

Issues Ticket List

Issues

Responsible

In Copy

Tier Upgrade Issue (Tier 1 to Tier 2 Upgrade)

Failed email verification:

Failed OTP Delivery

Unable to verify BVN/VNIN:

Move loan Remita mandate

Tech

Update Remita Mandate Status

Tech

Profile Information Update

Unable to Accept loan contract

Tech

Double debit reversal(Sprout)

Tech

Repayments

Double debit reversal (Government Loan)

FInance

Tech

Adjust Repayment Schedule

Tech

Risk

Display loan statement

Tech

Risk

There are no rows in this table

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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.

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