PURPOSE: In Freshdesk, we have the option to create a ticket and send an email. 

 

Creating a ticket will submit the inquiry in Freshdesk, but the customer will not receive a notification that the ticket was created unless a reply is submitted for the ticket submitted. Anything you include in the initial ticket description will be seen by the customer when you reply to the ticket. 

Tickets are created for phone calls to keep track of inbound inquiries and should be wrapped with the correct wrap codes. 

 

Reasons for ticket creations:

  • Phone calls related to orders or products 
  • Phone Call Cancel or Address Change Requests
  • Retail store related calls 

 

Emails created are sent directly to the customer and the recipient can respond at any time once the email is submitted.

 

Reasons for outbound emails:

  • 3PL Initiated Address Queries 
  • Fraud Flag Follow Ups
  • Emailing 3PLS for cancel or address change requests 
  • Social Media Order Inquiry Follow Ups
  • Narvar Related Follow Ups 
  • Turn To Related Follow Ups 
  • Any other time you need to email a customer directly. 


 

DISTRIBUTION:

  • Callcare Team
  • Escalations Team

 

PROCEDURE: 

 

To Submit a Ticket:

Select the New button and on the drop down, select New Ticket. 

When submitting a ticket, you want to include

  • The contact’s email address
  • Ticket Subject
  • Wrap Up Code
  • Group
  • Agent Name
  • Status
  • Source if applicable
  • Description or Body of Email/Ticket

 

Once the ticket is submitted, you can then Reply, or add a Private Note if needed.

 

 

 

Any text added to the initial ticket submission will be seen by the customer when the reply is submitted.

 

 

To Submit an Email:

Select the New button and on the drop down, select New Ticket. 

 

When submitting an email, you want to include

  • The email you are sending the email from, if you are emailing a customer from a different Brand, make sure to change the “From” contact.
  • Customer Contact Email
  • Subject
  • Description or Body of Email/Ticket
  • Status
  • Group
  • Wrap Up Code
  • Type

 

 

 

As soon as you submit Send, an email will be created, with a ticket number, and the customer will receive the email right away as well.