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

    Immigration Freshdesk Ticketing Overview - Responding to Tickets & Canned Responses

    • Dawna D'Arcy |
    • 30 steps |
    • 2 minutes
    • FreshdeskFreshdesk

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

    1
    Click 'Open' tickets to open the ticket queue.
    2
    Select the ticket to begin correspondence. The ticket will provide a snapshot of the most recent message.
    3
    After reviewing all information on the ticket, **Click** the section details to the right.
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    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.**
    4
    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.**
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    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.
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    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.
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    Click "Update" to confirm all information.
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    To **view the Company information**, click the Company Name under the Contact Details.
    8
    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

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    Navigate to the bottom of the ticket and click "Reply" to respond to the Client.
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    Respond to the Client with relevant information if not using a template.
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    Tip! When replying, the **agent assigned to the ticket** will show as the sender to the contact.
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    Click '**Canned Responses'** to add a pre-loaded template; **Canned Responses** will replace Ablebits templates.
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    Select the **Canned Response** that is appropriate.
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    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.
    13
    Click here to insert the template.
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    **Update the template before sending.** The **blue** highlight indicates that this is information that must be written in.