Freshdesk is our IT Support Portal which allows volunteers to raise issues with IT systems provided by the Aimar Foundation.


Note: Some Crisis IT systems are not managed by Aimar; please check this list before opening tickets.


Logging into Freshdesk


To log into Freshdesk:


1. Click on the Login button on the top right of the home page. Alternatively, click this link.


2. On the Login screen, ignore the username / password boxes and click Are you a customer? Login Here.



3. Log in with your crisis.christmas account.


4. You should now be logged into Freshdesk.


Raising a Ticket


To raise a ticket, go to https://support.crisis.christmas and click "New Support Ticket".


Hint: Before opening a ticket you may want to search our Knowledge Base to see if your question has already been answered.



Once on the Submit a ticket screen, fill out the form, then click Submit:


1. Requester: Your email address.


If you are raising a ticket about an issue at a location, please cc your Shift Office (and Advice Office, if appropriate). If you are raising a ticket about your crisis.christmas account, skip this step.


2. Check the "Have you reviewed the How to raise a ticket Guide" checkbox to indicate you have read this article.

3. Site: The site where the issue originates. For account issues please select N/A.

4. Location: The location within the site where the issue originates. For account issues please select N/A.

5. Check the "have you informed the Shift Office" checkbox to indicate you have notified the Shift Office of the issue. For account issues you do not need to notify the Shift Office.

6. Callback number: If you are on site, a callback number for us to reach you. If left empty,  we will call the Shift Office.

7. Type: The type of the ticket. Select "Question" if you have a question or select "Incident" if something happened and need to be fixed (inclding account issues)

8. Subject: A one-sentence summary of the issue.

9. Description: The issue in detail. Attach files if necessary.

10. Type of Technology: The type of the techonlogy the issue is about.