How to Open a Ticket in FreshService Click on the Report an Issue button to access the ticket submission form.   Although you can access the form even without logging in, it is recommended that you DO login before submitting a ticket, for two main reasons. Firstly, it gives you access to the entire form as opposed to when you are logged out (for instance, if you’re logged in, you can specify assets- like your laptop etc.- that the ticket pertains to). Secondly, it ensures that the ticket traces back to you easily and avoids potential confusion caused, for instance, by inadvertently mistyping the email address.                                 Click on the Request a Service button to access the Service Catalog Items.    Use this form for requesting something new, hardware, software, Application access. Enhancement requests etc.

How to Track your Tickets  Click on the Open Tickets link to get a list of your tickets.  The current ticket status    By default, this list shows your  open and pending tickets, but you can change the filter to show just the resolved and closed  tickets or all your tickets.   You can also sort your tickets based on: ● Date Created  ● Last Modified  ● Status (default)  ● Ascending order  ● Descending order   From this list, click on the ticket you need to track. This opens the detailed view for the ticket that provides information like the name of the agent working on it, the status and any conversation that has happened on the ticket so far.   At the detailed view, you can post a reply, mark the ticket as closed and even add people to be  notified about future activity on the ticket.     The tracking ticket options allow you to …   View name of the requestor Check the status  View any conversation that has happened You can post a reply to the support group You can mark the ticket as closed You can add people to be notified of future activity on the ticket    Advanced Searching To see all open tickets.  Click the Hamburger Menu Select Tickets Update the Filters accordingly.  i.e. select 'All Tickets'  to see all of your tickets regardless of status

Logging into Freshservice   You can logon to FreshService from Encore Connect, Encore Resources (Edge and Chrome) using SSO.          by clicking on the link below, or the FreshService Mobile App.    Click Here to accessà https://freshservice.encoreglobal.com   You have access to the  knowledge base and announcements even before you  login.  Click on “Login” in the top-right corner to do so.        

Title: Sample Title: Oracle Production Systems will be unavailable Date / Time of Change in CST: Sample Date/Time of Change in CST: Sunday, June 14, 2021 from 1:00 am to 3:00 am CT Audience/Geo: Sample Audience/GEO: Oracle Users in US and Mexico What will the users see: Sample of What the users will see: Oracle Financial and iProcurement will be unavailable during this time. Internal Team Notes Communications will be sent 72 hours (+/-) before the change to the end user community. The messages from service center alert will be sent at approximately 4:00 PM CST (unless an emergency) Language translation will be provided as the communication is being prepared For more information or assistance: servicecenter.alerts@encoreglobal.com 

The 'Request a Service' tab is available when you 'Login' on the Service Portal.  Please 'Login' when accessing the portal to access all available features. If you do not logon to the portal. Once the User Login to the portal they will gain access to all available options.

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This article will demonstrate how to add an external email to your safe sender list in Mimecast. It is also for those whose client(s) may be experiencing issues when trying to email their Encore email (e.g. rejection emails). Login to the Mimecast website using your "@encoreglobal.com" email address: https://login.mimecast.com/ Click "Mimecast Personal Portal." Click the "Permitted" tab on the left-hand side. Now click the "Add Permitted" button in the top-right hand corner underneath your name. Enter the email or domain you'd like to unblock/permit in the "Email Addresses or Domains" field, click the "Add" button, and lastly click "Permit."