Immigration Freshdesk Ticketing Overview - Responding to Tickets & Canned Responses | Scribe

    Immigration Freshdesk Ticketing Overview - Responding to Tickets & Canned Responses

    • Kelly Van Dyke |
    • 0 step |
    • 2 minutes

    After a Supervisor has assigned a ticket to an Agent, the ticket will appear as 'Open' on the Agent Dashboard.

    Click 'Open' tickets to open the ticket queue.
    Select the ticket to begin correspondence. The ticket will provide a snapshot of the most recent message.
    After reviewing all information on the ticket, **Click** the section details to the right.
    Tip! All new tickets will have **New** as the ticket type as a default. After a reply has been sent to the ticket, the ticket will update to **Action Required.**
    Add tags to ensure that appropriate information is added to the ticket to facilitate the coordination of information. **Tags will assist you in easily finding the ticket later.**
    Tip! Each Group will utilize tags that make the most sense for their teams. A common usage of tags is to include **which step in the case process the ticket is currently on.** Tags can be added and deleted at any point in time before the ticket is closed, and agents are encouraged to update tags to streamline their ticket filtering.
    Click "Create" to add new tags if the tag has not yet been used. Any created tags can be used by the group for tickets.
    Click "Update" to confirm all information.
    To **view the Company information**, click the Company Name under the Contact Details.
    Click "View all activity" to view all Contact activity within Freshdesk. Utilize this function to review previous communication or other tickets.

    How to Reply to Contacts

    Navigate to the bottom of the ticket and click "Reply" to respond to the Client.
    Respond to the Client with relevant information if not using a template.
    Tip! When replying, the **agent assigned to the ticket** will show as the sender to the contact.
    Click '**Canned Responses'** to add a pre-loaded template; **Canned Responses** will replace Ablebits templates.
    Select the **Canned Response** that is appropriate.
    Tip! Admins will load in Canned Responses that fulfill the Newland Chase branding and will provide agents a seamless experience in retrieving needed information to push a case forward.
    Click here to insert the template.
    **Update the template before sending.** The **blue** highlight indicates that this is information that must be written in.
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