General Knowledge
Step 1: Check Freshdesk Booking ID has an existing ticket with the same concern > Skip Step 2 and proceed to Step 3. There is already an existin...
Tue, 14 Jan, 2025 at 10:09 AM
Existing ticket is currently being handled by GEN CS Same concern? ticket owner is online? > Assign the ticket to the ticket owner ticket owner is no...
Tue, 14 Jan, 2025 at 10:07 AM
Gen CS Concerns with Existing Ticket Handled by CSS - NOT ONLINE Existing ticket open and case is urgent? > MERGE the ticket, work on the case, and ...
Tue, 14 Jan, 2025 at 10:18 AM
Gen CS and CSS Concerns with Existing Ticket Handled by RMS - NOT ONLINE Existing ticket open and case is URGENT? > MERGE the ticket, work on the ca...
Tue, 14 Jan, 2025 at 10:21 AM
Standardized subject line to our emails / tickets Non RT: REFERENCE # | CONCERN | URGENT (if applicable) Note: No need to include the words "...
Thu, 16 Jan, 2025 at 9:15 AM
Work on it if it is a valid ticket/request Execute the new ticket if it is not a valid ticket Do not merge the new ticket to the existing one.
Mon, 2 Sep, 2024 at 2:45 PM
New ticket created automation DOES NOT WORK on outbound emails or emails that we are the one who sent it out initially (i.e. supplemental supplier tickets o...
Mon, 2 Sep, 2024 at 3:28 PM
There is no need to acknowledge the last email of the client for it to appear on the newly created ticket via automation unlike the photo shown below. ...
Mon, 2 Sep, 2024 at 3:01 PM
If the ticket is still OPEN (eg., initial req is HCN then the client sent a special request) original ticket owner will still work on the case/request. ...
Mon, 2 Sep, 2024 at 2:52 PM