Freshdesk Status

This document is prepared to explain various statuses configured in Freshdesk for SOLVAY. Through this document you will be able to understand which status should be used at basic situation.

List of the statuses available in Freshdesk are:

Open
Pending
Need for more information
Waiting on Third party
Transferred
Transferred to CM
Resolved
Activities before closure
Closed

P.S: All are explained according to the best practice in this document.

Open:

If ticket is new, automatically assigned status to Open.

Any ticket created will be in Open status i.e. ticket is not acknowledged yet by any agent.

A ticket is assigned to a group. Dispatcher of that group can assign among the available agent based on the skill/domain. It is an agent's responsibility to change the status of the ticket further as required.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav4e9fda39242248857f44a6cb3ceaca7b.png

Pending:

If ticket is assigned to a Group, Agent. Pending status is updated.

Pending status in Freshdesk means "Work in progress".
After a ticket is dispatched to L1 queue, an agent should acknowledge the ticket by changing the ticket status to Pending status. This means, a ticket has been acknowledged and an agent is working on the ticket.

The change in status can be done either in ticket dashboard or in ticket properties after opening a ticket.

Stellar Program > Stellar-OB-007-Freshdesk status > worddavf246f89e16852047829feb782ae4cfe3.png

Ticket properties:

Stellar Program > Stellar-OB-007-Freshdesk status > worddavd5834916d835f6bd21b317b412ae340f.png

Freshdesk SLA:

Stellar Program > Stellar-OB-007-Freshdesk status > worddavd17cd5a801f8cef312d56b02ffd37153.png

Need for more information:

Ticket was answered and agent waits for request from the user.

While working on the ticket if an agent feels like they need more information on the issue from user then status should be updated as "Need for more information" and should send a reply to user.

As soon as the user replies to email, Freshdesk will pop up a status saying user has replied. This will be applicable if the user is able to communicate in English.

If any language translation is required then the ticket status needs to be changed as Need for more information and send that ticket to L0, by changing the group.

Click on Reply button, and write the content, and click on send button and set status as "Send and set as need for more information".

Stellar Program > Stellar-OB-007-Freshdesk status > worddav2a8d2a42884f6c59a8a702b59906387a.png

Stellar Program > Stellar-OB-007-Freshdesk status > worddavad3d2944ec87be1605022c5f7e0d48bf.png

This activity will be popped up in activity list of ticket.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav663badc96dee2b71b5d04179c8c380f7.png

Ticket status has been changed as Need for more information

Stellar Program > Stellar-OB-007-Freshdesk status > worddav33debf82fed0dd12df7bf654a2ad383a.png

This will stop the clock in Freshdesk.

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User will receive an email like below

Stellar Program > Stellar-OB-007-Freshdesk status > worddav169e74f17776100db0ea0758b5da3964.png **

Ticket Dashboard will look like below:

As soon as the user responds to the ticket a status will pop up as customer responded in ticket dashboard.

And status will change as Pending by freshdesk automatically.

Waiting on Third party:

Ticket was transferred to entity external to applications (vendor, supplier, infrastructure)

This status will be updated when ticket is transferred to external entity.

Example Vendor, SAP, Supplier etc.

To update the ticket into status "waiting on third party", we need to change the status in ticket properties tab and update the ticket.

Transferred:

When a ticket is transferred to specific groups and must be signaled like that. Used in specific processes (e.g. HtR) no agent is assigned.

When a ticket is transferred to specific groups they must be indicated like this.

We use this option, when we are transferring tickets from one group to other.

For example:

A ticket is with IS-CGI-L2-Techno, an agent who is working on the ticket feels like they need information from functional team, a ticket can be transferred to IS-CGI-L2-OTC.

When the ticket is transferred the status should be changed to "Transferred" and change the group name.

Update the status:

Stellar Program > Stellar-OB-007-Freshdesk status > worddavacf57cf18ab08e9a8203f7b92224abbd.png

Change the group name:

Stellar Program > Stellar-OB-007-Freshdesk status > worddavf47a49fc2955835705f2947e7d4e989c.png

Transferred to CM:

When a ticket is transferred to Solman/other change management tools in use - e.g. OtC CRM - PMO Toolkit

When a ticket is transferred to change management system the "Transferred to CM" status is updated
This will stop the SLA clock in freshdesk.

Stellar Program > Stellar-OB-007-Freshdesk status > worddava88766bb6fbd96fd2cfc30ca16b7a55d.png

This will update the ticket as below

Stellar Program > Stellar-OB-007-Freshdesk status > worddava65d8a04113593f4e221520e05c99d76.png

Activities before Closure:

When a resolved ticket requires some additional actions before closure. Example: it needs to be translated to requester's language.

When a resolved ticket requires some more additional actions before closure then we will keep a ticket in this status.

Example:

A ticket needs to be translated to requester's language.

Resolved:

Used when a solution is found and proposed to user. May be closed automatically.

If a solution is found by an agent, the detailed solution will be proposed to the user by resolving the ticket.

By replying the solution to a user and update a status as "set a status as resolved".

Stellar Program > Stellar-OB-007-Freshdesk status > worddave561ecec7fcb112d8c928bef726d4f60.png

User will receive an email on resolving the ticket.

Closed:

Closed tickets

A ticket can be closed in 3 ways are:

By user
By agent
Auto closed

By user:

User can mark the ticket as closed from customer portal after a solution is proposed by agent.

When an agent finds a solution, they should reply to user and mark the ticket as resolved.

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Stellar Program > Stellar-OB-007-Freshdesk status > worddav0fb7f3bce8cb27bb133361b49563c2da.png

After a ticket is resolved, ticket looks like below in dashboard

Stellar Program > Stellar-OB-007-Freshdesk status > worddav3a37d5d66e2bb5a99b61c2bd2a8b2558.png

When a ticket as a status "resolved", user will receive an email communication from freshdesk, stating the ticket has been resolved.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav0d057d752001ecb0a1479fea5be3833c.png

User can view the list of ticket and their status in customer portal of user. User will have an option on right hand side of the ticket to "Mark the ticket as closed".

Stellar Program > Stellar-OB-007-Freshdesk status > worddav2d522eae1096f0767f4a6b16d0f2b9d5.png

When the user mark the ticket as closed, user will get a below pop up.

This will also trigger an email notification to user, like below.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav39def33053381070a42c24d5b7f43679.png

On agent's portal, the ticket looks like below in ticket dashboard.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav6c4a3c275710bccc3d54ae604921917e.png

By agent:

An agent can also change the ticket status to closed, if the user confirms that provided solution is useful.

Stellar Program > Stellar-OB-007-Freshdesk status > worddav73f140eaee52e7e75d2159c700e9c089.png

Auto closed:

If the ticket is not marked by user as closed and if agent also have not marked ticket as closed, then fresh desk will mark resolved tickets as closed after "defined days" in system.

Example:

If the ticket is not marked as closed within 5 days, all resolved tickets will be marked as closed after 5 days.