Obviously this will change with the needs to the customer support side of things, but this will help us get through the bulk of the messages quickly and efficiently.
When you start working in Freshdesk, make yourself available in the top right, when finished, switch back to unavailable.
Go to your Queue:
If no tickets are in there, go to Phone / Voicemail or Web / E-Mail and assign a couple to yourself. The go back to your queue and work out of there. When you close all of those, rinse and repeat.
Once you are logged in tickets will automatically get routed to your folder on a round-robin basis. Meaning if 2 agents are available, it will assign every other ticket to you, 3 agents available, every 3rd ticket.
If you know you have to leave soon, mark yourself as unavailable and either close tickets in your queue, or un-assign them so they go to the general queue and assigned to someone else.
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Common Issues and workflow for each:
Adding Duffels - Make change in FIlemaker, respond to customer, bill according, assign the following attributes:
Ticket Type: Tags
*adding a bag after tags have been printed is complicated and we need to make sure we generate/print/mail the correct tag.
Insurance / Expedited - Make change, respond to customer, bill/refund accordingly, close ticket
Pickup Note Addition - Enter note in database, respond to customer, close ticket
Service Change (Cancel / Add) - Make change, respond to customer, bill/refund accordingly, close ticket
Pickup Dates - Canned response for pickup dates, close ticket
Discount Request - case by case basis - respond to customer, close ticket
New Tags / Mailing Address - Update home address in Filemaker, respond to customer, flag camper for tag printing (clear dates in tags tab)
Address Change - Make change in Filemaker, respond to customer/add note, assign the following attributes:
Ticket Type: Change Verification
Ticket Status: Verification Needed
Priority: Up to you
If there are any tickets that have incorrect or ambiguous information in the confirmation e-mail, set attributes to:
*See ticket number(s) 49353 & 49318 for examples
Ticket Type: Customer Database Issue
*This will trigger an e-mail alert to James & I that we need to resolve it ASAP and respond to customer. Please let us know via text as well if we are not close by. We will respond to customer once we have all the information and a solution.
All other urgent issues that need our attention: Respond if needed, add note to Freshdesk, set attributes to:
Ticket Type: Up to you
Ticket Status: Needs Follow Up
Ticket Group: Escalations
Priority: Up to you
*This will trigger an e-mail alert to James & I that we need to resolve it ASAP and respond to customer. Please let us know via text as well if we are not close by.
Any issue that isn't necessarily a priority but it is something you thing James or I should look at or review:
Ticket Type: Informational
Ticket Status: Follow Up Required
Ticket Group: Customer Support
Priority: Up to you