FRESHDESK - TICKETING SYSTEM

Used to funnel all the questions, comments, and concerns from the EZgift stores into one convenient location. Helpful for cross-department communication and keeps everything in an easy to find location.

How-to

BEST PRACTICES

  1. Reply to tickets in freshdesk vs your personal email. This not only keeps a seamless user experience but it prevents the customers from emailing your work email and calling your work phone/cell. It also keeps all responses very organized and easy to filter through in case of a problem.
  2. Close tickets once complete. This makes it easier to see who still needs help.
  3. Make sure that if you are still working on a ticket or waiting for a response from a vendor etc. that the ticket remains open so that it's not forgotten. You can also add notes for your self inside the ticket, or add tags which show up outside the ticket.
  4. Use/Create canned responses if you get the same question. If it happens a lot let us know so that we can add it to the FAQ.
  5. The shopify dropdown at the right of the ticket can be used to see their order info without going to shopify. NOTE: the ticket has to have the order # in it or use the same email from the order for it to show up. just click your store on the drop down.
  6. Use the to-do list on the right to set reminders for yourself when needed.
  7. The more info you can add to the drop downs on the right (vendor, rebill, reship, tags) the better reports we can pull and the more accountability we can put on the vendors.