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We have below status available in Fresh deskFreshdesk: Open Pending Need for more information Waiting on Third party Transferred Transferred to CM Resolved Activities before closure Closed |
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- Open
Any tickets which are created will be in Open state. Ii.e ticket is not acknowledged yet by any agent. We will get tickets in Open status from L0.
After a ticket is assigned to an agent, it is his responsibility to change the status to further as required
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After a ticket is transferred to L1, An agent should acknowledge the ticket by changing the ticket status to Pending. This means, tickets has been acknowledge and an agent is working on the ticket.
SLA in Fresh-desk Freshdesk is 30 mins
3. Need for more information:
While working on the ticket if an agent feels like he needs more information on the issue from user then status should be put as need for more information and should send a reply to user. As soon as the user replies to email fresh-desk freshdesk will pop up a status saying user has replied. This will be applicable if the user is able to communicate in English.
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