Freshdesk Hints & Tips

Created by Corinne O'Brien, Modified on Fri, 28 Jun at 12:56 PM by Rohith Krishna

1. Please raise one ticket per issue, completing all the ticket fields (see note 9 for guidance). If you need to raise a multiple request for the same information (e.g. requests for/changes to CGT reports for several clients), you can raise one ticket, attaching a spreadsheet with the individual details.

2. Kindly make it clear if there is a breach or complaint, a financial exposure or detriment, or if you think there is a risk of reputational damage. We have measures in place to identify and prioritise these and the Freshdesk Manager route can be used to escalate as required.

3. Please select the most appropriate Ticket Type. This helps ensure we deal with the highest priority cases first, but we realise there are a lot to chose from! We have attached a list (see note 10), to hopefully help you to identify the most suitable option. In the longer term we plan to overhaul these, but it requires careful planning, as it will impact any outstanding tickets at the time we make the change.

4. There is then a further level of detail under Ticket Subject, which indicates the product and for SIPP specific categories, the provider name (see note 10 for guidance). Please do use this, as it will ensure your ticket is allocated to the most appropriate person and where we might need to reach out to the SIPP providers, that we identify these as early as possible, to avoid any unnecessary delay.

5. It would be helpful if you could let us know about transfer cases that require specific intervention. If your request relates to the "residual cash in respect of an in-specie transfer", kindly add this note to the subject line. For anything else, please add details to the message description (for example, "manual transfer not covered by the automated chasing process/MI"). This information is not always readily available to the Customer Service team when responding

6. When we believe we have answered your query in full, we will mark the ticket as ‘resolved’. If you need further clarification, please add a comment within 48 hours, before the status updates to ‘closed’. While thank you messages are much appreciated, they do divert attention from tickets where further action is required.

7. Do not add comments to ‘closed’ tickets, as these may not be identified and reviewed. If you need us to take further action in relation to a ‘closed’ ticket, please raise a new ticket quoting the historic ticket number in the description.

8. Please continue to use the customer satisfaction option to provide feedback. As long as you provide these comments in the survey response fields, they do not impact the ticket status (so you can add them to a ‘closed’ ticket, without reopening it). We review every comment and your feedback is very valuable.

9. Ticket fields when creating a "New ticket" are noted below:

10. Ticket Types (Levels 1, 2 and 3) are noted below:

Ticket Types	Ticket Subjects	Account Types / SIPP providers	Level 3 (a)	Level 3 (b)
			ALL	Intelligent Money (IM)
			BOND	Morgan Lloyd
			GIA	Other
			ISA
			JISA
			SIPP
Level 1	Level 2	Level 3	N/A
DEALING	MANUAL DEALING REQUEST	Yes - a
	PHASING REQUEST	Yes - a
	POTENTIAL DETRIMENT	Yes - a
	Book Cost Query	Yes - a
	Contract Note Query	Yes - a
	ISA Subscription Query	No
	Query about how to place a trade	Yes - a
	Other	Yes - a
	Failed Direct Debits	Yes - a
	Manual Switches/Re-balances	Yes - a

WITHDRAWAL	Move Cash between accounts	Yes - a
	Payment date query	Yes - a
	Regular Withdrawal query	Yes - a
	WITHDRAWAL REQUEST	Yes - a
	Faster Payment Queries	Yes - a

Account Portal Access	Account Portal Access	No
Account Portal Access	Log in reset	No

Bond Process - RL360/ Utmost/Canada Life	New Application Query	No
	Update Client Information	No
	Update Request	No
	Withdrawal Request	No
	Other	No

Cash additions	Amend/delete expectation	Yes - a
	Amend Narrative	Yes - a
	Cash received - no expectation	Yes - a
	Cash received , non registered bank account	Yes - a
	Cash received query	Yes - a
	DD query	Yes - a
	Redress/Compensation	Yes - a
	Payment notification	Yes - a
	Other	Yes - a

Client Information Change	Add Beneficiary	Yes - a
	Adding LPA	No
	Address Change	No
	Bank Account Change - NOMINATED	No
	Bank Account Change - SECONDARY	No
	Change Person Type	No
	Client Linking	No
	Close Account/record	No
	Environment Change	No
	JISA to ISA	No
	Name Change	No
	Update LEI/National Insurance Number	No
	Other	Yes - a

Configuration/set up	Bespoke Query	No
	Environment Change	No
	Freshdesk	No
	Intelligent Office	No
	New Request	No
	Link DFM Models	No
	Other	No
	SIPP Multi Investment Strategy	Yes - b

Company Reports	Add users	No
	Help using Company Reports	No
	MI query	No
	New Report Request	No
	Other	No

Complaint	Complaint Update	Yes - a
	Log Formal FOS Complaint	Yes - a
	Other	Yes - a

Corporate Actions	Open Offer on Infrastrata PLC	No
	CA Query	No
	Notification	Yes - a
	Other	Yes - a

Deceased	APS	No
	Notification of Death	No
	Other	No

Dividends/Distribution query	Dividend Query	Yes - a
	Equalisation Query	Yes - a
	Other	Yes - a

Fees and charges	Ad hoc fee query	Yes - a
	Admin fee query	Yes - a
	Advisor fee query	Yes - a
	Breakdown request	Yes - a
	DFM fee query	No
	Fee Linking	Yes - a
	Platform fee query	No
	PMC query	No
	Postal Charge	No
	Product Charge	Yes - a
	SIPP fee query	Yes - b
	Other	Yes - a

Fund Request	New Request	No
	Update	No
	Other	No

Incident	Profit/Loss Calculation	Yes - a
	Correction	Yes - a
	Other	Yes - a

Internal Only	No	No

LOA	No	No

Message from Hubwise	Corp. Action / Open Offer on Infrastrata PLC - Reply required by partner firm	No
	IMPORTANT REGULATORY MESSAGE	No
	Corp. Action - Reply required from Partner Firm	No
	Dealing - Reply required from Partner Firm	No
	Transfer - Reply required from Partner Firm	No
	Reply required from Partner Firm	No
	Payment details - reply required from Partner Firm	No
	Information only message	No

Other	Other	Yes - a
Other	Digital signature feedback	Yes - a

Sales Query	No	No

SIPP	Contribution Query	Yes - b
	Drawdown Query	Yes - b
	Withdrawal Query	Yes - b
	Tax Relief Query	Yes - b
	Payment breakdown	Yes - b
	Other	No
	Employer DD AML	No

Statements	No	No

Tax Query	Brexit query	No
	CTC query	No
	CTG query	No
	Other	No

Technical Issues	Client error	No
	Identified a Bug	No
	Performance error	No
	Portal error	No
	DTC	No
	Other	No

Training Query	No	No

Transfers	Book Cost Query	Yes -a
	Change of Agency	Yes -a
	Transfer form upload	Yes -a
	Transfer In update	Yes -a
	Transfer MI query	Yes -a
	Transfer out update	Yes -a
	Other	Yes - b

SS&C Hubwise SIPP	Illustrations	No
	Deceased	No
	Withdrawals / Drawdowns	No
	Tax Relief Queries	No
	Customer Service	No
	Transfers In	No
	Transfers Out	No

Transfer of clients from one IFA to another IFA on the platform	No