Customer Service Enhancements
Coming to Appraisal Firewall
New HelpDesk Messaging Features for Friday Morning, August 21st, 2020
Coming to Appraisal Firewall
New HelpDesk Messaging Features for Friday Morning, August 21st, 2020
Starting this Friday morning August 21st, 2020, the customer service options within Appraisal Firewall will be migrating to the ticketing system that is used by our other platforms. Our goal in this migration is to track your tickets in a more centralized manner and be even more responsive to your needs than we already are.
To make this transition as seamless as possible for you, we have updated the Appraisal Firewall back-end with additional tracking and notifications to a system called FreshDesk. This is so that you can keep selecting the customer service options within Appraisal Firewall as you do today – your workflow doesn’t have to change. You also don’t need to create new accounts in other systems or remember any new passwords.
One difference you may notice is that you may receive auto-update emails from FreshDesk. FreshDesk provides a better connection between you, Appraisal Firewall, and the customer service messaging features available within Appraisal Firewall. Should you wish to access it directly (outside of Appraisal Firewall), the FreshDesk system is online at:
https://sharperlendingllc.freshdesk.com
If you prefer, you can still call in at (800)452-1174, or email us at Tickets@SharperLending.com.
How it works
There are two places in Appraisal Firewall that will be impacted by this enhancement.
To make this transition as seamless as possible for you, we have updated the Appraisal Firewall back-end with additional tracking and notifications to a system called FreshDesk. This is so that you can keep selecting the customer service options within Appraisal Firewall as you do today – your workflow doesn’t have to change. You also don’t need to create new accounts in other systems or remember any new passwords.
One difference you may notice is that you may receive auto-update emails from FreshDesk. FreshDesk provides a better connection between you, Appraisal Firewall, and the customer service messaging features available within Appraisal Firewall. Should you wish to access it directly (outside of Appraisal Firewall), the FreshDesk system is online at:
https://sharperlendingllc.freshdesk.com
If you prefer, you can still call in at (800)452-1174, or email us at Tickets@SharperLending.com.
How it works
There are two places in Appraisal Firewall that will be impacted by this enhancement.
- When you click the question mark (?) icon and type in the Have Feedback or Need Help text box, a ticket will automatically be created within FreshDesk.
- Within an order, when you click the Send Message menu option, and in the To: field, select Customer Service, and then send your message, a ticket will automatically be created within FreshDesk.
When you use either of these options, you will receive an email from the email address below. The email will include a link to the ticket we create for you so that you can keep track of it, add additional information, and check its status.
Support@sharperlendingllc.freshdesk.com
You may want to add this email address to your Safe Sender list so Appraisal Firewall/SharperLending FreskDesk emails don’t go to spam.