FreshDesk Ticket creation for phone calls
Understanding the types of calls we receive will help us allocate resources more accurately. To do that we need your assistance to record incoming calls in FreshDesk and that will take less time than it is for you to read this guide. So, lets go!
Have the FreshDesk tab open
When a call comes in…
Click on “New” and select “Ticket” from the drop down
- Contact Field: Enter the first and last name of the person calling or email address they use. If they already emailed customerservice@horizonshades.com their name will populate. And complete the fields in bold below to create the ticket.
- If their name doesn’t populate: Click “Add new contact” and complete the required fields Name, email, and phone number then those listed below then “Create” button to save it.
- Subject Field: Enter a brief purpose for their call
- Type field: Select the most appropriate reason
- Sales Order field: Enter the order number if available or sidemark
- Status field: If the issue can be resolved then you can select Resolved from the dropdown for 1-call resolution.
- Priority field: Leave as “Low”
- Group field: Select the appropriate department from the drop-down list
- Description field: Enter a one to two sentence summary of the issue and requested
action
Click the create button and tell the caller the ticket number.
This can be used to track the progress of the issue. That is it!
