Freshdesk (Tickets)
1. Login and Dashboard
When you log in to Freshdesk, you will land on the Dashboard. This dashboard provides an overview of:
- All tickets
- Chats
- Other relevant statistics
The most relevant section for us is “Ticket Trends.” Here, you can see the key data to monitor:
- Open
- Unassigned
Open tickets
This overview shows the number of tickets that are currently open per country.
Unassigned Tickets
This section indicates the number of tickets that have not yet been assigned to a specific employee. These tickets need to be distributed by an authorized person.
Daily Tasks and Responsibilities
Morning Distribution
- In the morning, the designated person distributes unassigned tickets.
- Ensure that tickets are assigned to the appropriate employee based on country as well as expertise or priority
Throughout the Day
- As a team, we actively monitor open and unassigned tickets.
- Distribute incoming tickets further if necessary.
Review and Follow-Up (within the NL team)
- Regularly check if the ticket distribution is fair and efficient
- Ensure that no tickets remain unresolved unnecessarily.
Tips for Effective Use
- Communication: Ensure clear agreements within the team about who is responsible for ticket distribution.
- Prioritization: Handle high-priority tickets or urgent inquiries first.
- Monitoring: Regularly use “Ticket Trends” to track the status of tickets.
Ticket Overview
The overview shows all open tickets. On the right side, you can use the “agent” option to view tickets assigned to a specific colleague or yourself. It is recommended to keep your own name selected to have a clear view of the tickets assigned to you.
During less busy periods, you may review your colleagues' tickets to assist them if they have many open tickets. Ensure good internal coordination to make sure all tickets are resolved on time. The goal is to finish the day with as few open tickets as possible, ideally none.
Ticket (Detail)
Below is an example of how a ticket appears in the system. On the left side, you can see the email, while the right side displays the ticket properties:
- Tags: Characteristics of the ticket, such as platform and issue type.
- SKU: The product's item number related to the ticket. If the customer has not provided it, fill it in based on the order details.
- Order Number: The customer's order number. Request this information if the customer has not mentioned it, or you could not find it in EDI or Magento.
- Serial Number: The product’s serial number, essential for quality control and checking for potential batch issues.
- Status: Indicates whether the ticket has been resolved. A ticket is marked as “Open” while you are working on it and “Resolved” once it has been completed. Use “In Progress” only when the issue cannot be resolved on the same day.
