Freshdesk:
It is a customer support software also classified as a ticketing software or a helpdesk that allows companies to effectively manage their customer care and support function. The primary purpose of the tool is to help companies track and resolve complaints, queries, or any other form of enquiry from customers.
Once logged in, we will be able to:
Create new email /ticket from “New”
To check on the tickets/emails already created from” Tickets”
Fill in the fields below. All fields below are mandatory:
Contact: customer Email.
Subject: customer issue
Type: complaint/enquiry
Complaint: choose the correct option
Order ID
AWB number: courier tracking ID
3RD party sent to: courier/internal
Issue Type: choose the correct option
Status: open/close/waiting on 3rd party
Priority: we keep it low
Group: always we choose Home Centre
Product: always Home Centre
Description: the customer issue
For escalations, we have to create a Child ticket and assign it to:
Warehouse Escalations:
To create a child ticket:
After creating the ticket, you have to click on "Create a child ticket":
Then change the group to ( HC Qatar WH Escalations):
After choosing the correct group, you have to click on create:
