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.
New message in mailbox 6000 from "FIRSTNAME LASTNAME" <12345678901>
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:
Complaint - Store 0000 - Missing Toppings
Call from store 0000 to report an issue with a customer's order: Agent forgot to add olives.
Update Ticket with the following:
Product: Ping Agent
Group: Customer Support