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
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
Will also allow me to gather more accurate data with ease
Hover over the first touch on the ticket and and click the ‘pencil’ icon to edit
A pop up will open on the right side of the screen
Change the text in the Subject line to the this format “Product | Type | Issue”
E.g. Dr Pen A6 | Troubleshooting | Won’t Turn On
Hit ‘Save’ in the bottom right of this pop up
Fixing the Contact Details
Check if there is more than one ‘Contact’ and merge the contacts together wherever possible
You can also check the Shopify dropdown for information by selecting the dropdown on the right side of the screen
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.
If no contacts to merge then just make sure their Contact Details are tidy
Ticket Properties
Group > Brand > Product Type > Product
Set
Ticket Properties
Ticket Properties