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Freshdesk BasicsUpdated 2 years ago

Navigating FreshDesk

  • Sidebar

  • Dashboards

  • Tickets

  • Contacts

  • Solutions

  • FreshCaller

    • Answering calls

    • Ticketing calls

    • Relusering


Ticketing

  • Viewing existing tickets

  • Merging tickets together

  • Creating new ticket

    • Creating ticket from outbound call


Editing a ticket


  • Changing Subject

    1. This becomes the subject line of the email the customer receives as a response so looks more professional for the customer to standardize the format and 

    2. Will also allow me to gather more accurate data with ease

  1. Hover over the first touch on the ticket and and click the ‘pencil’ icon to edit

     

  2. A pop up will open on the right side of the screen

  3. Change the text in the Subject line to the this format “Product | Type | Issue”

    1.  E.g. Dr Pen A6 | Troubleshooting | Won’t Turn On 

  4. Hit ‘Save’ in the bottom right of this pop up

  • Fixing the Contact Details

  1. Check if there is more than one ‘Contact’ and merge the contacts together wherever possible

    1. https://support.freshdesk.com/en/support/solutions/articles/210324-merging-contacts

  2. You can also check the Shopify dropdown for information by selecting the dropdown on the right side of the screen


  3. Once you have confirmed there is a single contact for the customer, fix up their details so their name is displayed correctly and their primary email/phone is correct etc.

  4. If no contacts to merge then just make sure their Contact Details are tidy

  • Ticket Properties

  1. Group > Brand > Product Type > Product

  2. Set 



Ticket Properties

Ticket Properties

 

Open 

  • Waiting on an action to be taken by eShopping Group staff to progress towards resolution

Pending 

  • Only use this if directed or a ticket needs to be placed on hold for a reason outside the other statuses

Resolved 

  • Once the customer's issues have been sorted and the ticket needs to be closed.
    Applying this status will trigger a customer feedback survey to be sent to the customer

Closed 

  • Only to be used in situations when closing a ticket when a feedback survey isn’t required. E.g. Closing spam emails

Waiting on Customer

  • Tickets that require customer input to progress towards resolution
  • Status will change to Open if there has been no response from the customer for 48 hours

Waiting on Third Party 

  • Ticket that requires a third party’s input to progress towards resolution. 
  • Ensure the customer and the third party is notified before placing tickets into this status. 
  • Status will change to Open if there has been no responses for 72 hours
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