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If you are on the registration, nomination, or finance team and have been asked to be on the customer support side, this is an introduction to FreshDesk the platform used to handle all incoming emails.
FreshDesk Tutorials
FreshDesk Tutorials
TRAINING TIP
Please watch all the videos once to get an overview. Then, spend a week or two working in FreshDesk to get hands-on experience. After that, come back and watch the videos again. You'll not only reinforce the basics but also pick up new insights now that you’re more familiar with the system.
FreshDesk Groups
FreshDesk Groups
FreshDesk uses groups for what we, at Lausanne, call teams. Eg. we have a finance group in FD that is linked to the finance team within Lausanne.
Please familiarise yourself with these groups.
FreshDesk Tags
FreshDesk Tags
To keep things organised we use a tagging system that is specific for each group, with a specific naming convention.
Please familiarise yourself with these tags.
FreshDesk Solutions Articles
FreshDesk Solutions Articles
For more complicated tasks, such as applications, we have created step-by-step guides and solution articles that you can send to delegates as needed.
Please familiarise yourself with the solutions articles.
FreshDesk Statuses
FreshDesk Statuses
Status Description and notes
Status Description and notes
Open - Customer service team needs to do something.
Pending - Waiting for the user to respond.
Two reminder emails will be send on day 3 and 5 with a corresponding tag attached to the email. A final email will be sent on day 7 warning the user that their ticket has been closed , you are now free to close the ticket. Please note, this is a manual task. Please go back to the ticket and see if you can close the ticket.
Here are the corresponding tags:
Day 3 Tag: 3 Day Reminder Sent
Day 5 Tag: 5 Day Warning Sent
Day 7 Tag: Day 7 | Review for closing
On Hold - Waiting for something internal.
Generally "On Hold" tickets should be tagged with the reason they are on hold. i.e. "waiting_for_IT"
Closed - Agent did something to close the ticket without engaging the user.
Resolved - Agent did something to resolve issue with a user.
FreshDesk Canned Responses
FreshDesk Canned Responses
To ensure that we communicate the same information to all delegates, and for faster service, we have created canned responses.
Please familiarise yourself with these. You can view the video above called "Time Saving Tricks for Agents" for the reference video
For other helpful videos and tutorials please click here.
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