Here's your FreshDesk Overview:
I. Ticket Home Page
II. The Process for Working Tickets
1. Do tickets that you have been assigned first. From the Ticket Home Page, you can use these filters:
- Agent: Your Name
- Status: All unresolved
2. Grab one open ticket at a time to work on.
- Whenever the arrow appears at the top of the screen, refresh your screen. This will allow you to allows see the most up-to-date assignments and ticket statuses so two people don't work on the same ticket at the same time.
- From the Ticket Home Page, unassign your name as the agent in the filters section so you can see all tickets and click Apply
- Now select the oldest ticket and assign your name under Agent in the body of the ticket page.
- Work that ticket
- When done, go back out to the Ticket Home page and refresh your screen.
3. Work a ticket assigned to someone else who is not currently working
- If the ticket is something you can solve, assign it to yourself and work it.
- If it's something that you don't feel like you have enough information to solve, leave it and select another ticket.
- Signing the ticket - just use common sense here. If you feel like by the nature of the ticket that it would be best for the customer to feel continuity that they worked with one person, sign the ticket the name of the person who originally communicated with them. If you believe it would make no difference to the customer, sign it as yourself. Nicole's
IMPORTANT: The proper process after each ticket is to go back out to the Ticket Home Page and refresh your screen (and not just work the next available ticket that pops up on your screen.) This will ensure that we are always looking at the most up-to-date ticket assignments and that we don't have two people unknowingly working the same ticket.
III. Tools for Replying to a Ticket
- Use both your shortcuts to Canned Responses (1) and Solutions (2) to aid you in answering questions.
- If the ticket is something you cannot answer, assign it to a Group and an Agent
