Desktop Software (must-haves for all Agents)

Slack
- FareHarbor’s internal messaging system.
- Download here.
- Important public rooms to join (click the link to see how to use the room): #affiliates, #ambulance, #api-mappings, #bug-reports, #builders, #catpics, #dogpics, #integrations, #paymentprocessing, #product-updates, #support, #tilt, #account-management, #4support, #lounge
- Shared interest groups: AMS, Denver
Close
- Desktop app for FareHarbor’s CRM, Close.
- Download here.
- How to use Close for Support
Microsoft Office 365
- Word, Excel, Powerpoint.
- Download here. Log an IT ticket if you do not have a login.
Keeper
- Chrome extension for managing and storing passwords.
- Download here.
- Important sites to have in Keeper (if you don’t have credentials for any of these sites, ask your manager to get you access): Stripe, Close, Gmail account for support@fareharbor.com, Google Voice (OB acc, int@fareharbor.com).
Recordit
- A computer application used to record short videos/GIFs of your screen, then you can send them in a ticket. No sound.
- Download here.
Monosnap
- Used to take & annotate custom screenshots to attach/upload to a ticket. Also good for creating longer screen recordings with sound.
- Download here.

All Agents – Mobile (optional, but highly recommended)

FareHarbor Mobile App
- FareHarbor’s mobile app. Used for testing if needed (in-office EMV training, for example).
- Download the iOS app from the App Store or the Android app from the Google Play Store here.
Zendesk Support Mobile App
- Zendesk’s mobile app. Allows you to read and answer tickets from your phone.
- Download the iOS app from the App Store or the Android app from the Google Play Store here.
Slack Mobile App
- Keep up with #ambulance or #support_questions rooms when on break or on lunch, allows you to be voluntarily available for self-directed (non-queue-related) communications with co-workers (don’t miss that post in #garagesale!).
- Download the iOS app here or for your Android device here.

Menubar Clock ($.99)
- Add clocks for different time zones in your Mac menu bar:
- Download here.
Google Translate
- Used to automatically translate web pages.
- Download here.
- Other translation sites: Reverso, Leo, Linguee, Word Reference

Jabra Extension
- For use with your Jabra headset.
- Download here.
Logitech Unifying Receiver Software
- Sometimes needed to join a mouse/keyboard to a USB dongle that was not originally issued for that hardware (IT can help troubleshoot).
- Download here.

How to create Macros in Zendesk
- Guide to teach you how to create your own Macros (saves a ton of time working the queue).
How to use Macros in Zendesk
- Guide to teach you how to use shared and custom Macros in Zendesk.
Zendesk Dark Mode
- Extension to make Zendesk a dark theme (great for evening shifts).
Zendesk Auto Refresh
- Keeps your Zendesk up to date automatically with customizable timers.
Zendesk Quicktab
- When a ticket link is clicked, it opens the ticket in an existing Zendesk window (rather than opening another window).
Volume Master
- Allows you to boost/cut the incoming volume from Zendesk (or other sources) to help make certain calls easier to hear/tolerate.
Pexels
- Free stock images to use when Clients do not have Photos to upload to their Item’s listings.
Degreed
- As a perk from Booking.com, all FH employees have access to a Degreed account where they can pursue education and certifications in various topics of interest (Wordpress, Integrations, Programming, Writing skills, Foreign Language skills, etc) in their off-hours.
QR Code Generator
- Used to create custom QR Code images to links for clients to use as needed.
LunaPic
- Free online image editing tool, used to easily crop/rotate/resize/convert images.
Using Markdown in FareHarbor
- Cheat sheet to reference on structuring Markdown to work properly (bookmark this).
FareHarbor Request Form for Supplies/Ancillary Equipment
- Internal Airtable form to request needed hardware or supplies.