Email and Ticketing

Purpose

An explanation of how to set the status of Freshdesk tickets. These status options help ensure anything marked Resolved or Closed is truly complete. Anything Open or Pending either needs attention now or in the near future.

What You Need

• Freshdesk access

Step-by-Step

1. When we receive tickets, they come in with an Open status.

2. When replying to a ticket, set the status to one of the following three options:

• Closed: Use this for advertisements, spam, or anything we would not respond to.

• Resolved: Use this for any ticket where we answered a question or solved a problem that doesn’t require follow-up.

• Example: A customer says they didn’t receive a tracking number. We send them the tracking number and an estimated arrival date, then mark the ticket as Resolved. If the customer replies with additional questions, Freshdesk will reopen the ticket automatically.

• Pending: Use this status for any ticket we will want to follow up on if the customer doesn’t respond.

• Example: We are waiting on an important response from the customer.

3. An automation changes Pending tickets back to Open after 2 days. When a ticket reopens, evaluate whether it’s time to follow up:

• If more time is needed, set it back to Pending.

• If the customer hasn’t responded and we’ve done everything needed, mark it as Resolved.