Freshdesk

Freshdesk is our customer service ticket system that we use for email and social media. Later on chat will be added as well there. 


The set up

Freshdesk works with ticket assignment based on skills or language. 

You will receive emails tickets that you need to handle in your personal queue.

You can find your personal queue in the personal dashboard by clicking on "Unresolved":



To get your personal queue filled with emails you need to:

- Set your availability by clicking on this icon in the top right corner.



You will see your personal email tickets, you need to work on. 


You can now start answering emails in 5 steps:

1.   Click on the ticket subject and the ticket opens

2.   You can click on reply on the top or at the bottom of the page

3.   Always reply with suggested solutions via the solution articles

4.   Update the ticket properties

5.   Ready to send the email!


1.   Click on the ticket subject to open the ticket


2.   Click on reply at the top or at the bottom of the page


3.   Always reply with suggested solutions via the solution articles

(these are predefined answers, to ensure a unified response to our customers).

You can find the option to go to the suggested solutions in the left bottom corner. 



A side panel opens to find the correct suggested solutions

You can search via:

- Language (automatically selected based on language skill in ticket properties)
- Top 3 recently used suggested solutions
- Suggested solutions
- Free search field (system will search in the title + content based on your search term)





When you finish the email, make sure the salutation, email and signature are correct. 


4.   Update the ticket properties

-   Choose the correct type.

-   Always close a ticket when you are sending the email 

-   Update the booking number



5.   Ready to send the email!

6.  Close all tickets/ emails with open status 

  • Click ‘View full timeline’ and check all on open status

  • From there you change the status into ‘closed’ and click ‘update’ for all tickets with open status.