Creating a Ticket in Freshdesk

Created by Kelly Luff-Cooper, Modified on Mon, 10 Nov, 2025 at 12:39 PM by Kelly Luff-Cooper

When raising a new ticket with Marketing Radar, please include as much detail as possible. This helps our team respond efficiently and ensures your request is directed to the right people. Below is the information we’d like you to include in every ticket (if relevant).

Subject: Provide a brief synopsis of what the ticket is about. The subject line should give a quick understanding of the issue or request at a glance.

Example:

“Error loading dashboard in RADAR”
“New Campaign and Email set up - help required”

Type: This field is optional but helps us assign the ticket to the correct team.

Select one of the following:

Bug – Something isn’t working as expected
Support – You need help with an existing feature or process
New Request – You’re requesting something new (feature, report, integration)

Priority: Indicating the priority helps us manage workloads and timelines effectively.

Low – General query or improvement
Medium – Needs resolution soon but not urgent
High – Impacts key deliverables or multiple users
Urgent – Critical issue preventing work

Client Target Date: Please include the target date for completion if possible — even if it’s not immediate. This helps us organise priorities, particularly if the request supports a specific client deadline or campaign.

Group Description:

Select the most relevant group to route your ticket correctly:

Group	Description
Data Capture Support	Help with setting up, reviewing, or troubleshooting data capture forms
Data Query	Questions or issues relating to data accuracy, structure, or missing data
Directors	Escalated items or issues requiring Account Director attention
Documentation	Creation and generation of customer documents
Email Support	Issues related to email design/templates
General	General questions not fitting other categories
Integrations	API or third-party integration setup and troubleshooting
LMT	Items relating to Lead Management Tool functionality
Marketing Question	Queries about campaign setup, strategy, or marketing data
New Project	Requests for new initiatives or project setups
RADAR Bug	Issues found in the RADAR platform
RADAR Support	General RADAR support and usage questions
Reporting	Requests or issues related to reports and dashboards
Widgets	Questions or problems relating to widgets

Description:

Please provide as much detail as possible so that any team member can understand and take action.

Include:

The issue: A clear description of the problem or request.
Relevant details: IDs, URLs, report names, or data source references.
Context: Mention if this has been discussed on a call or email — include who it was with and a brief summary.
Screenshots or videos: Visuals are extremely helpful, especially for error messages or layout issues.
Expected outcome: Let us know what you anticipate the outcome to be, once the ticket is resolved.
Related tickets: Include any linked or previous ticket numbers for ongoing issues.

Attachments:

Please attach any relevant:

Reports or data extracts
Screenshots or screen recordings
Email threads or correspondence
Documents or templates

These help the team diagnose and resolve your issue more quickly.