FreshDesk

Welcome to Freshdesk! This is our primary tool for managing all customer interactions and internal requests. Think of it as a central hub where all emails and other requests are converted into "tickets." This system allows us to efficiently track, prioritize, and respond to customer needs.

Key Features:

• Ticket Management: All incoming emails and requests are automatically converted into tickets. This helps us ensure that no request falls through the cracks.

• Ticket Status and Priority: As you can see on the dashboard, tickets are assigned different priorities (e.g., High, Urgent, Low) and statuses (e.g., Pending, Waiting on Branch, Overdue, Customer responded). This helps us quickly identify which tasks need immediate attention.

• Agent Assignment: Tickets are assigned to specific agents (e.g., Ivan Fabio Castañeda, Candace Galdeni) or groups (e.g., Customer Experience Center) to ensure accountability and a clear workflow.

• Filters: The system offers powerful filters that allow you to sort tickets by various criteria such as status, priority, agent, group, and timeframes (e.g., Created, Closed, Resolved). This helps you find and manage your workload effectively.

• Activity Tracking: Each ticket shows details like the agent assigned, the time since the last response, and any overdue status, providing a clear history of the interaction.

Important Reminders:

• Timely Responses: It is crucial to respond to the tickets you receive within the stipulated time, or let the customer know you're working on it and you'll reach back once it's done.

• Use Notes: Always remember to leave notes on tickets when necessary. 

By using Freshdesk, we can provide consistent, timely, and organized support to our customers and internal teams. Familiarize yourself with the interface and the different ticket statuses to get started.