Our phone system sends voicemail to FreshDesk which turns into a ticket. Unfortunately there is not much information on the ticket so if you are reviewing a "voicemail" ticket, ensure you update the subject line and add some notes to the discerption after listening to the VM. The details should be short, but informative.

Example Subject:

New message in mailbox 6000 from "FIRSTNAME LASTNAME" <12345678901>

Example Description:

Dear Ping Agent Voicemail,

You were left a 0:35 long message in mailbox 6000 from "FIRSTNAME LASTNAME" <12345678901> on Monday, May 16th 2022, 5:34:31 pm.

To listen to this message, you can download the attached file. (Attached file says complaint about an order where agent forgot to add olives)

Should be changed to:


Example Subject:

Complaint - Store 0000 - Missing Toppings

Example Description:

Call from store 0000 to report an issue with a customer's order: Agent forgot to add olives.

Store Contact:

Customer PH:

Update Ticket with the following:

Product: Ping Agent

Type: Complaint

Group: Customer Support

etc etc...