FreshDesk Quickstart Guide

What is FreshDesk?

FreshDesk (support portal) is a ticketing and knowledge base system that the WYLD office uses it to provide a single platform to submit questions, problems, and access technical documentation. 

Why use FreshDesk?

FreshDesk is the best way to contact the WYLD office for any assistance needed. All members of the WYLD office staff and some ILL/Acquisition staff are sent notification when a ticket is created. It is also a platform that allows the staff to collaborate with more ease than standard email to better solve problems in a more efficient manner. 

It is also where all the technical documents for the services that the WYLD office supports are stored, these can be searched and browsed. Additionally, when creating a ticket FreshDesk will provide suggested solutions on the right of the screen. This is beneficial so if the solution is already provided in a published document you can find it more quickly than submitting a ticket and waiting for a response. 

Why do I need a login?

Any documents created for SirsiDynix products are from proprietary information and cannot be available for those outside of the SirsiDynix partnership. For consistency we have also moved the majority of documents for our other systems behind this login. 

How do I create a login? 

Simply submit a ticket asking for a login to be created. An automatic email will be sent to the email address you submitted the ticket under. This email will allow you to finish creating your account by setting up a password. 

I forgot my login. What do I do? 

Your username is usually your work email address. Use the 'Forgot your password?' link on the login screen or contact the WYLD office at support@wyldnetwork.org for password reset assistance.