Project 2: Freshdesk Hands-on Project
Project title: Freshdesk Support System Setup for Otanwa Global PLC
Project Overview
You have been engaged as a Customer Support Systems Specialist to set up a complete Freshdesk helpdesk for a growing company called ‘Otanwa Global PLC”. The objective of this project is to assess your ability to deploy a functional customer support system and integrate it seamlessly into a company website.
This is a real-world simulation, similar to what you would be asked to do for a startup, SME, or digital business.
Tools Required & Resource Materials
Freshdesk
Blogspot (Blogger)
Notion
Resource materials
Freshdesk Video Resources
How to Create a Blog site to Embed Freshdesk Widget
Just click on the video below to learn this very well! I promise it is very straightforward
Your Task as a Freshdesk Specialist
You are required to complete the following deliverables:
1. Required Accounts & Set Up – Use a Fresh Email
Create a Freshdesk account for any company of your choice (real or fictional).
Create a fresh Blogspot site
Create a Fresh Notion account
Note: Use the business that has been designated for this project
Instructions on How to create required accounts;
a. To create Notion Account, Click Here Now
b. To create a Blogspot site, Click here Now
c. To Create a Freshdesk Account with fresh email, Click here Now
2. Email & Department Configuration
Connect a company inbox (or Freshdesk-provided support email).
Create these 4 departments (Groups) such as: add the following persons as agent to at least 1 group
Also add [email protected] (Makoma) , [email protected] (Engr Otanwa) and yourself
- Customer Support ([email protected])
- Technical Support ([email protected])
- Accounts & Finance (Yourself & [email protected])
- Sales & Marketing ([email protected] & Yourself
3. Knowledge Base (Solutions)
Create 3 Solution Articles that address common customer questions.
Example Knowledge Base Topics
== How to Buy Bleaching Creme from Otanwa Global PLC
== How to Reset your Login Password for Otanwa Global PLC Profile
== How to apply for Discounts on Otanwa Global PLC Platform
Place all Content under a category “How To Guide”
Remember
Articles are well written and helpful
Articles are publicly visible
Articles appear inside the Freshdesk support widget
4. Website Creation (Blogspot)
Create a company website using Blogspot
The site should look like a real business website (Home, About, Contact, etc.)
5. Widget Integration
Connect the Freshdesk Widget to your Blogspot website.
Name on Widget: “Otanwa CS”
Widget Color: Purple
Confirm:
The widget loads correctly
Users can search and view Knowledge Base articles directly from the widget
Suggested Product (Very Important)
To help you create useful, realistic content, use one of the following product ideas as the company you are building support for:
Recommended Product Idea
A Digital Services Company or SaaS Tool, such as:
Online Learning Platform: Otanwa Global PLC
Automation Requirements
To learn how to create Freshdesk Automation, Click here Now
Because we want to make it easy for our Customer supports to focus on important things.
You’re required to create Automation such that works in the following way
- Automate Your tickets as mentioned below
a. Automate your complaints relating to Refund to be forwarded to “Accounts & Finance” team members
b. Automate your complaints relating to Problems to be forwarded to “Technical support” team members
c. Automate your complaints relating to Incident to be forwarded to “Customer Support” team members
Project Documentation
You must submit all of the following:
Create a Notion Page titled “Otanwa Global PLC Freshdesk Project”
Create a Notion sub page under the “Otanwa Global PLC Freshdesk Project”, the title should be “Project Documentation”
Inside the Project Documentation Page
Add the Following Pages
Blog Address (add text and type your Blogspot address)
Project Documentation
a— Project Screenshots
a1—— Blog Website screenshot (Attach screenshot)
a2—— Freshdesk Group (Attach screenshot)
a3—— Knowledge base Articles (Attach screenshot)
a4—— Automation Screenshot (Attach screenshot)
a5——Screenshot of your Agents Page (Attach screenshot)
After Properly ensuring these files are well placed,
Click on Share on your Notion page,
Look on the General Access and Click to select “Anyone on the web with Link”
Click on Copy Link (This is your project file link required to submit your work)
switch to the Publish tab
Click on Publish so that your Notion file becomes live
Click here to Submit Your Project 2
Submission Deadline: 24th May 2026
Thank U sir for giving me this opportunity to atleast exercise fresh desk in this way…. I had little issue using some of the tools but I know my learning experience is getting better and I can see some improvement from Wen I started…. Thank U sir and may God continue to bless uu🙏❤️💯
Thank you so much. I totally enjoyed working on this project.
Whew! Thank you. This project puts every theory into practice 👍. I scaled through and I’m getting better 💪
My trial for this project 2 took me 4 good hours to navigate but I tried the second time, and it took me just an hour to complete. Indeed, Practice they say makes perfection.
Good evening sir admin Mr Micheal.. I want to thank U for giving me dis opportunity
Thank you Dr.otanwa for this project, kindly rewiew my job
Thank you so much boss for this challenging projects..
At first, I thought I couldn’t do it but when I finally dived into, I found it to be fun and thank you for the video Guide..
Thank you Dr otanwa. This project was really challenging. But I’ve finally done.
I’m unable to submit, the link is not working anymore
I am so overwhelmed with what i achieved doing this project..thank you so much coach. I have a litte issue with the google drive submission stuff
This is exactly what I am looking for
Thank you sir, let me start working on it
Thanks boss for this challenge, but am finding it difficult to understand the 2nd step where you say “knowledge Base (solution)”
Care to explain please 🙏
Omo it’s not easy pulling off this project but it’s worth it
Thank you sir for this project, been working on it but I don’t quite get the recommended product idea and suggest product. I’ve watch the videos but I didn’t see any solution to it.
Though the project takes me some days to understand and finish it but I’m enjoying it. It’s another way of perfecting what I learnt here, thank you so much Michael
It took me time before I could understand and digest properly. This project has helped me to sincerely understand what I learnt. Thank you so much Michael.
Omo I didn’t see the project update on time due to my tight schedule. But I had to carry on with it even though the deadline was 25th March. I love things like this it is helping my learning process.
please forgive me for submitting late.
I’m happy I’m able to summits my second project
i summited late but am glad i was able to do it
Though submitting very later and having encountered a lot of challenges. Glad I tried it out.
I am glad I was able to do this project. It felt like handling a real-time project. That was some GRIT mindset here. Thank you, Mr Otanwa, for the little stretch.