This is going to be a little long winded but we do have processes in place to perform certain actions on Fresh Desk tickets.
The most common scenarios are listed below. If you need to do something that is not listed here, please reach out on the CS Team Chat to get clarity and add the info to this page.
TABLE OF CONTENTS
Setting Up Your Dashboard
Your dashboard contains useful information such as unresolved, open, hold, and overdue tickets as well as trends and response times. This step will help you set up the correct view to ensure you are reviewing properly assigned tickets.
- Click All groups and select Customer Service.
It is your responsibility to check tickets upon the start of your shift. From your dashboard, check for any overdue tickets. This is the primary concern as the reply has missed SLA. If you see any numbers on that tile, click on it and this will change your view to show all overdue tickets for your group.
If there are no overdue tickets, check for open tickets. If you see any numbers on that tile, click on it and this will change your view to show all open tickets for your group.
Once you select a ticket to review, check that no-one else is looking into it. You will be able to identify this at the top left of your screen. There will be an 'eye' icon that alternates between the eye, and a red circle identifying the quantity of users looking at the ticket.
If you hover your pointer over this, it will identify users looking at the ticket. Reach out to them to see if they are working on it, or just looking.
Ticket state is an identification to make tickets stand out from other normal tickets that are within the normal flow.
New tickets are identified with a green box, with green text saying 'New'. These are tickets that have just been created and have not had any interaction yet.
First Response Due
First response due tickets are those that have hit the SLA for the first reply to the client. These can be easily avoided by sending the client an acknowledgement that we are looking into the issue.
Overdue tickets are those left in open status and have exceeded the resolution date. Putting the tickets into other statuses such as pending customer reply will stop the clock for the counter.
Customer responded tickets are exactly that. The customer has replied to your email to them. This will generally put a ticket back into an open status, and some form of action will be needed such as resolving the ticket because it was a 'Thank you' or following up.
Ticket status is set by the agent or automations. It is used to identify where the ticket is in its lifecycle. This can range from pending customer reply to closed.
Tickets in open status are generally new tickets, and tickets that have received a reply. This requires agent review and action.
This is the status to select when we have confirmed an issue has been resolved or addressed. This status leaves the ticket available for a reply should the client have more questions or an update. The reply will reopen the ticket.
This is the absolute final stage of a ticket. The client cannot reply to the ticket to reopen it. Any reply will result in the creation of a new ticket.
Pending Customer Reply
This is the status to select if you need information from the client in order to action/resolve the current ticket. Send an email using reply, then set this status.
Pending Internal Reply
This is the status to select if you need information internally to action/resolve the current ticket. Send an email using forward, add the email address of the internal team to the TO field, then send your request and set this status.
Pending Vendor Reply
Generally this is a tech support status and really shouldn't be used. In the event we need to reach out to a vendor or head office to review an issue, this status can be used.
Generally this is a tech support status and really shouldn't be used.
Notes, Replies, and Forwards
Each ticket has the option of adding notes. These notes are used to show the work or investigation that has been done, provide context for the next agent that looks at the ticket, and mention other Freshdesk users if collaboration is needed. Anything mentioned in the notes stay internal and the requestor (user outside of Freshdesk) cannot view them.
A reply is the same as replying to an email (which you are). Any information on this screen will be sent to the requestor so be sure of your formatting and information accuracy. There is also an option to CC contacts as you see fit.
Again, this is just like email. Forwarding will give you the option to add your own contacts to the thread so that they can review, update, provide feedback, or even if it is just a FYI. This is also useful when addressing a voice message and want to reply via email by looking up the requestor's contact email.
Your default assignment group is Customer Support. There are other groups such as Technical Support, Deployment, Sales etc. that can be assigned tickets but you will have no visibility to tickets in those groups. You can only view tickets in the groups you are assigned to.
This is your default group, and currently the catch all group for inbound tickets. This is the group where stores, franchisees and vendors reach out to for support, inquiries and complaints.
Which Group Do I Forward A Ticket To?
- Anything regarding a new DID/Phone Number/Onboarding Store should be sent to Services Deployment and notify the PING Agent Chat.
- Any issues regarding BC, Cradle Point, Firewall, Internet, etc.. should be assigned to the Technical Support group and notify the PING Agent Chat.
- Any requests to bring on new stores should be assigned to the Sales group with an email to email@example.com.
- Anything related to financials should be assigned to the accounting group with an email to firstname.lastname@example.org.
Anything outside these groups, please confirm who supports the request.
It is your responsibility to maintain details throughout the lifecycle of a ticket when you are updating it, resolving it, or waiting on a reply. Accuracy is key here as most of the fields are used for reporting purposes and selecting an incorrect value could lead to reports being skewed.