Freshdesk is a platform that filters in all emails sent to our teams (Operations Support, CS1, CS2, CS3 and CS4).
You will create a "TICKET" in Freshdesk by submitting an email to the below emails.
There are two ways to record a request for a ticket. You can either fill out your paper call log sheet (attachment below) and then transfer to an email or simply open your email tab and take down notes as you receive them.
STEP 1: Open your Outlook email. Select New Email.
STEP 2: Fill in the To box with the department this email is for. If you enter Operations Support, it will go to the Ops bucket. If you enter any of the CS emails it will go to the Customer Service bucket. 
STEP 3: Always include the Railroad in question in the Subject line. This is a Foxy inbound.
STEP 4: Now is time to include all the details. Management would like you to format it similar to the Call Log Sheet. I have included a quick copy below. Either way, as long as you include all the information it will be okay.
Copy this and paste it in your New Template and then save as Call Log Sheet under My Templates.
Date:
Time:
Road:
Crew Member/Customer:
Request:
# of Cars:
Trace Car/Location:
Additional information that may help:
STEP 5: Now that you have saved your template and filled out your email, select Send. This will populate a ticket in Fresh Desk. If you've already completed this task, please put THIS IS COMPLETE at the end of your email so your other team members will know to just close the ticket.