GYG Freshdesk Training 1.0

GYG FRESHDESK
TRAINING



CONTENTS

When: March - April, 2018

Who: Entire CS Department

OBJECTIVES

Why are we making the change? Applying the basic skills to our
Differences between Desk and everyday procedures:
Freshdesk - Complaints          - Spam
Basic skills: merge, forward, etc. - Cancellations     - JIRA Tickets

BASIC SKILLS

Freshdesk Layout                                                                                  Pages: 4 - 5   
Creating a Phone Log                                                                           Page:       6   
Creating a  New Email                                                                                Page:       7  
Categorization / Attachments                                                        Page:      8
Priorities / Statuses                                                                               Page:      9
Canned Responses                                                                                  Page:     10 
Scenario Automations                                                                          Page:     11
Forwarding Emails / Notes                                                                Page:     12 
Merging Emails & Customers                                                           Page:     13

GYG PROCEDURES

Pre-booking Questions                                                                         Page:     14  
Complaints / Customer Cancellations                                          Page:     15
Voicemails / *Spam                                                                                 Page:     16
Post-booking Questions  /                                                                   Page:     17
*Escalating Cases to Seniors     
* Tips: End of Shift Unassigning / Shortcuts                            Page:    18

3

FRESHDESK LAYOUT
Intuitive design & easy to use

Dashboard: The Freshdesk Knowledge Base: A CS Site of
home page (pictured below) information within Freshdesk 

Tickets: Where your daily Reports:  Statistics on emails,
email assignments are stored CSAT and productivity

Contacts: List of all the Admin:  Where TLs set
supplier and customers' automated rules to help you
contact information
work more effectively

New: Used to create new tickets Accept Assignment Button: Turn ON
(phone log); new emails; new at start of shift & OFF when leaving.
contacts (customers); new Allows you to receive assignments.
companies (suppliers).
Account and Settings: Lets you see
Search Bar: Lets you search for your preferences, profile information
tickets by: email addresses, ticket and keyboard shortcuts.
ID, GYG numbers, names, etc.
Your Ticket Overview: Shows you an
Notifications: Notifies you of any overview of your current ticket
actions taken on your tickets volume and status.
(cases).
Today's Trends: An overview of all

your tickets from the current and the

previous day. 4

FRESHDESK LAYOUT
Intuitive design & easy to use
UNRESOLVED TICKETS:

Shows an overview of all the
unresolved cases by group.

Clicking 'View details'  allows you
to check tickets in each group
against all the email statuses
(Open, Pending, etc.).

LEADERBOARD:

Gamefication features! 

Allows you to view the achievements
and badges of all CS Reps.

Badges are earnt for completing certain
challenges.

CUSTOMER SATISFACTION:

Shows the monthly customer
satisfaction scores for the tickets
that you have been handling.

CSAT surveys are now sent at the
end of every 'Resolved' ticket.

There are now only 2 scores
customers can give:  GOOD / BAD.

This makes it easier to collect and
report. 

TO-DO LIST:

This is your own personal 'To-do' list
which you can chose to use or not.

Do you have to ring a customer back

later or do you have a Portal cancellation

to remember? Write it down!  5

CREATING A PHONE
LOG

New: Click on 'New' to create a new Other Fields: Keep all other fields
ticket. 'Tickets' are what Freshdesk BLANK.
calls 'Phone Logs'. No need to leave a comment here.
Post-booking CUSTs = Portal note.
Main Contact Reason: Next,
categorize the email. The categories Status Field: Set the status. 
in Freshdesk are the same as in Desk. - 'Resolved' when no follow-up
email is needed.
Contact:  - 'Open' when a follow-up email is
- Prebooking Customers: needed
[email protected]
Create: Finally, click 'Create' to
- Postbooking Customers:  create the phone log.
(Customer's email address) If the description field was left
blank, as it should be, the message
will say 'Not given'

Following up: If you need to send

a follow up email, use:

 - 'Reply' (same email as phone log)  

 - 'Forward' (a different email, as a

note) 6

CREATING A NEW
EMAIL

New email: Click on 'New email' to Description: Here, write
create a new email.  your email, using the
attachment and canned
Fields: Fill in the: email address, subject responses, as normal.
line, status, main contact reason and Irrelevant fields: There is
ticket language.  no need to change the
fields: 'Priority', 'Type' or
Show more: To write your message, 'Is this a child ticket?'.
click 'Show more fields'.
Necessary fields: Where the
information is available,
enter the information for:
- Group
- GYG Number
- Tour Title

Send: When you have
written your email and
filled out the relevant
fields, hit send and solve
customers problems! 7

CATEGORIZING
EMAILS

In Freshdesk, 'Categories' are now called 'Main Contact Reason' Menu
'Contact Reasons'.

Just like in Desk, we categorize both phone
logs and emails in terms of the core reason
why the customer (or supplier) want to
contact us.

The category descriptions are exactly the
same as they were in Desk (no need to panic!).

Once you enter a 'Main Contact Reason', you
will be prompted for further Level 1 and Level
2 'Contact reasons' (if applicable).

ATTACHMENTS

The 'Attachments' icon Adding attachments to emails is also very
simple in Freshdesk. It works in exactly the
same way as it did in Desk.

To add an attachment, simply:

- Open the email you want to attach
something to
- If it is a new email, click on 'Show more
fields', to find the 'Description' box
- If it is an existing email, simply find the
'Description' box.
- In the lower, left-hand corner, there will be a
paperclip icon. 
- Click the paperclip icon and choose the
document you would like to add.

Simple!

Important Note: Attachments DO NOT transfer across emails. If you would 8
like to refer to a previous attachment, you would have to manually re-add it.

PRIORITIES

In Freshdesk, there are 4 main priorities:

                                - Urgent
                                - High
                                - Medium
                                - Low

Priorities tell the system which emails
need assigning to agents first. 

Each priority is formed around different
Service Level Agreement (SLA), as pictured.

There is some good news for you, however, Freshdesk Priorities & SLA timers
you will never need to manually change
the priority of a phone log or an email. 

STATUSES There are 5 statues within Freshdesk:

1. Open: Used for new emails and emails with a
response.
- It replaces the Desk statuses: 'New' & 'Open'.

List of Freshdesk Statues 2. Pending: Used when we are waiting for a
response from the customer or supplier.
- It replaces the Desk status: 'Pending'.

3. Resolved: Used when we consider an email as
finished or we are not expecting an answer back
from the customer or supplier. 
- It replaces the Desk status: 'Resolved'.
- A CSAT survey will be sent to the customer. 

4. *Closed: After an email has been 'Resolved' for
7 days, it automatically changes to 'Closed'.
- It is similar to the Desk status: 'Resolved'.
* Note: You should not manually use this status.

Important Note: Statues have to be 5. *Waiting on Senior Reps: Used when we have
manually changed in Freshdesk. escalated a case to the Senior Reps and are
However, you should only use: waiting for a response.
'Open', 'Pending' & 'Resolved'. - There is no equivalent Desk status.
* Note: You should not manually use this status.

9

CANNED RESPONSES

'Canned Responses' are Freshdesk's The 'Canned Response' icon
answer to 'Templates'.
Top tip #1:
All the canned responses in Freshdesk are You can also search for
EXACTLY the same as the Master canned responses whilst
Template spreadsheet & Desk.  writing your email, using:
- They cover all our usual languages, too.
/c + quickcode
You will find the canned responses in the
lower, left-hand side of the 'Description'
box (i.e. the box where you write your
email). 
- This icon is a speech bubble with a star
inside (pictured above).

You can search through them using the
template quickcodes, as usual (pictured
below)

Top tip #2:
Freshdesk allows you
to create (and search
for) your own canned

responses! 
Goodbye Google Keep!

10

SCENARIO
AUTOMATIONS

'Scenario Automations' are similar to 'Macros' in Desk.  Top tip:
This is why we don't
When you use a scenario automation, certain actions are
automatically done to an email. manually use the 
'Waiting on Senior
For now, there is only the 'Escalate to Senior Reps'
scenario automation. Reps' status.

Clicking 'Escalate to the Senior Reps' will: The scenario
- Automatically assign a ticket to the Senior Rep's queue automation does it for
- Change the status to 'Waiting on Senior  Reps'
- Change the priority to 'High' you!

Once you have run the automation, you just have to wait
for one of the Seniors to respond. Easy!

11

FORWARDING EMAILS

One of the big changes in Freshdesk
is the difference between 'Reply' &
'Forward'.

Reply: This is used when we want to Reply: Forward:
reply to the person/email that Sends an email Sends an email to
INITIALLY contacted us. back to the person
- It is sent as an email. who originally anyone else,
- I.e. Replying to the email in the contacted you. except the person
picture will send an email to who contacted you

[email protected]

Forward: This is used when we want
to send an email to anyone else
EXCEPT the person who initially
contacted us.
- It is sent as a note.
- When creating a phone log with a
follow-up email, use 'forward'.
- I.e. Forwarding the email in the
picture will allow you to enter a new
email address, such as: 
[email protected]

HOW TO USE NOTES

Summary: Notes in Freshdesk work in the same way
Notes are used in exactly the as they did in Desk.

same way, as in Desk. To add a note to a case:

- Go to the 'Description' box of an email
- Click on 'Add note'
- Write your note
- Click 'Add note'

Notes that you add, by default, are always
private and cannot be seen by anyone other
than GYG employees.

12

MERGING EMAILS

Merging emails in Freshdesk is very simple. You can even merge emails from multiple
email addresses too, which is something that was not possible in Desk!

To do so:
- Whilst writing an email, click the
'Merge' button, at the top.
- This will open the 'Merge ticket'
tab.
- Search for the GYG number/ticket
number or email address of the
email you want to merge with
- Click (+) and choose the primary
email.
- Click 'Continue'.

MERGING CUSTOMERS

When working on a ticket, click the 'i'
icon, on the right-hand side of the screen.

This opens the customer contact detail
tab. Now click on the customer's name.

This will open the customer's information
page in Freshdesk. Click on the 'Merge'
button at the top of the page.

A tab will open, where you can search for the
email address you wish to merge with. In this
case, I searched for [email protected]

Double check you have added the
correct customer you wish to merge
with. If not, you can remove it and
search again.

Finally, choose which email address
you wish to be the primary one.
The system will now consider these
two email addresses as 1 customer.

13

PRE-BOOKING
QUESTIONS

If you can - click 'Reply' to answer the customer's question (& set status: Resolved)
If you can't -  click 'Reply' and tell the customer you will ask the supplier for the
answer (& set status: Pending)

If you need to contact the supplier, click 'Forward'.
You will be prompted to add the supplier's email address.
Write your message to the supplier, asking for the required information.

BEFORE YOU CLICK 'Forward', make sure to click the three dots (...) at the
bottom, left-hand side of the email box, as shown in the picture (#3). 
Then, DELETE THE CUSTOMER'S message from the email thread. 
If you don't do this, the supplier will be able to see the customer's email address!

Once you have the supplier's response, simply click 'Reply' and use the canned
response 'GSPRE: Forward answer from supplier' to send the information
back to the customer.

Important Note:  14
You will notice that the supplier's answer was added as a 'note' to the email.

This means that you don't need to worry about hiding or deleting the
supplier's response when replying to the customer!

COMPLAINTS

Overview: There are no major changes in the complaint workflow, except for
the lack of hide/show tool.

Let the customer know that we are opening a refund request with the supplier,
by clicking 'Reply' and sending the canned response 'CS CG FOLLOW UP'.
Set the status to 'Pending'.

Click 'Forward' to contact the supplier. As for pre-booking questions, make sure
to click the three dots (...) at the bottom. left-hand side of the email to delete the
conversation with the customer from the email to the supplier.
When forwarding the case to the supplier, set the status to 'Pending'.

Once you have the supplier's feedback, reply to the customer by clicking 'Reply'
and writing your message. When sending, don't forget to set the status to
'Resolved'.

CUSTOMER
TCANCELLATIONS

Overview: There are also no major changes to the customer cancellation procedure,
except for the lack of hide/show tool.

If a customer is cancelling within the cancellation period, we simply process the
cancellation. To inform the customer of the refund, click 'Reply'  and set the
status to 'Resolved'.

If a customer is wishing to cancel a booking outside of the cancellation policy,
click 'Reply' to let the customer know that we need to check with the supplier
whether an exceptional cancellation would be possible ('CS CXL POLICY 2').  Set
the status to 'Pending'.

To contact the supplier ('CS SUPP EXCEPTIONAL CXL'), click 'Forward'.  Again,
make sure to click the three dots (...) and delete the conversation with the
customer.

To inform the customer of the outcome of the exceptional cancellation request,
click 'Reply' and set the status to 'Resolved'.

15

VOICEMAILS

Overview: No changes here.
Voicemails need to be handled the same way as in Desk. 

Click on the attachment, to listen to the voicemail.

Call back the customer (remember to check the time zone first - no one
likes an early morning wake up call!).
If it is too early to call the customer, leave a note in the Freshdesk case,
summarizing the message and call back at a decent time. 
Tip: Perhaps you could use the to-do list on the Dashboard to help!
If you cannot reach the customer, leave a voicemail for the customer, if
possible, and set the case to 'Resolved'.

SPAM

It's very easy to resolve spam in Freshdesk.  16

Simply mark the email as spam, by clicking on the three dots next to the
'Merge' button and selecting 'Spam'.

There is no need to add the contact reason in this case - we are not interested
in the data from spam emails. 

Top tip:
To mark emails as spam quickly, use the exclamation mark: !

POSTBOOKING
QUESTIONS

Overview: There is no change in procedure when it comes to customers
who have questions about an existing booking
(for example, a pick-up request).

Click 'Reply' to inform the customer that we will need to check with the
supplier. Use the canned response 'GSPOST PICK UP PENDING'. Set the case
to 'Pending'. 

Then, contact the supplier by clicking 'Forward' to get the reply to the
customer's question. Put the customer in cc and set the status to 'Resolved'.

ESCALATING TICKETS

When you need to TO THE SENIORS
escalate a case to the
Senior Reps, do so by
using the corresponding
scenario. 

Click the three dots next
to 'Merge' and select
'Execute scenarios'.

The scenario will automatically: For now, we only
have the scenario:
Assign the case to the Senior Rep's queue 'Escalate to Senior
Change the status to 'Waiting on Senior Reps' Reps'.
Change the priority to 'High'.
Remember: Leave a note for
the Senior Reps, summarizing
the case and follow up with

the customer .

17

END OF SHIFT TIPS
UNASSIGNING

When ending your shift, remember to turn off the assignment button so that
you do not receive any new cases before your next shift!

When unclicking the assignment button, the cases already assigned to you will
still be visible in your inbox.

No need to panic, however, as after 8 hours, an automatic rule kicks in that
unassigns cases. The cases will be assigned to an available colleague, who is
accepting cases (#commitment).

Important Note:
It is not possible to manually unassign cases. 

You can only assign cases to someone else.

SHORTCUTS

Freshdesk also offers some keyboard shortcuts to make our lives easier:

         Navigation              Actions in the list and specific tickets

Dashboard          g       d Previous ticket     k                      Add note                    n
  Next ticket              j                       Scenarios                    s
Tickets                  g       t

New ticket          g       n Reply                          r                      Spam                             !

New email           g      m Forward                    f                       Canned              /       c
                                                                Response

Top tip: 18
A full list of shortcuts is available,

under the 'Profile' tab 

NOTES

19

NOTES

20