Freshdesk Ticket Handling Procedure

Objective
    
To ensure consistency, accountability, and efficiency in handling customer tickets in Freshdesk by standardizing responses, ticket status updates, and workflows.

• Change the status to Pending.

• Assign the ticket to yourself (or the responding agent) so ownership is clear.

  • If the agent is no longer with the company or is currently out of the office, proceed with taking the ticket and assigning it to yourself.

• Freshdesk will automatically update the ticket as Customer Responded when the customer replies, ensuring smooth workflow and preventing delays.

Status Definitions:

• Waiting for Approval – refund or reshipment request pending confirmation.

• Waiting for Supplier – confirming item availability, cancellation request with supplier.

• Waiting to Process – status for refund requests.

• Pending – when an agent is actively working on the ticket (removes it from the queue).

• Closed – tickets automatically close after 3 days without a customer response.

• Customer Responded – automatic system status triggered when a customer replies.

2. Ticket Prioritization 

Ticket prioritization is critical to avoid delays and missed SLAs.

    Order of priority: 

• Overdue tickets (to be handled by tenured agents)
• First Response Due
• New Tickets

3. Ownership & Accountability

• The first agent who handles a ticket is responsible for resolving it.

• If the customer creates a new ticket instead of replying to the existing thread, the new ticket may be reassigned.

• If the original agent is no longer with the company, the ticket must be reassigned and handled by another representative to ensure continuity.

Merging Tickets:

• If duplicate tickets are created by the same customer, merge them into a single thread.

• Assign the merged ticket to the most recent agent who received the new one, to maintain accountability and context.

4. Workflow Order

Agents must follow this workflow when handling tickets:

• Assigned Open Tickets

  • Prioritize tickets from the previous day to ensure SLA and resolution time targets are met.

• Pending tickets
• Waiting for Supplier tickets
• Open Tickets (oldest to newest)

5. Response Time Standards

• Initial response: within 4 hours of ticket creation.

• Follow-ups: reply within 12 hours after the customer’s latest response.

• Escalations: if unresolved after 24 hours, escalate to a Supervisor.

6. Escalation Guidelines

Escalate to Supervisor/Manager if:

• The customer is irate and demands escalation.

• The issue involves high-value orders or VIP customers.

• The issue involves a threat to dispute that could lead to a chargeback.

Important: Always leave an internal note explaining the reason for escalation 

• All customer questions were answered.

• Proper tags were added.

• The correct status category was applied (Approval / Supplier / Waiting to process refund).

• Escalation (if needed) was properly documented.

8. Use of Macros / Pre-Approved Templates

• Agents must use only the macros/templates provided in the Miro Workflow.

• Always proofread before sending and ensure the correct macro is applied for each response.

• Edit macros when necessary to fit the customer’s specific situation—do not simply copy and paste.

• Macros ensure uniform tone, compliance with policies, and efficiency in responses.

• CSRs must strictly follow the provided templates when documenting refunds, reshipments, cancellations, and invoice requests.

• CSRs must always follow the templates below when requesting refunds, reshipments, cancellations, or invoices, etc.

• Any deviation from this process may cause delays, rejected requests, or payroll adjustments if tasks are performed incorrectly.
  
  

• Refund Process Template (Internal Note)

  • Ticket Link:

  • Situation Overview:

  • Order Number:

  • Total Order Amount:

  • Offer Given:

  • Card Refund Amount:

  • Store Credit Refund:

  • Reason for Refund:
    
    

• Reshipment Process Template (Internal Note)

  • Ticket Link:

  • Situation Overview:

  • Order Number:

  • Total Order Amount:

  • Reason for Reshipment:
    
    

• Order Cancellation Request Template (Internal Note)

  • Ticket Link:

  • Situation Overview:

  • Order Number:

  • Total Order Amount:

  • Cancellation Reason:
    
    

• Create Invoice Request Template (Internal Note)

  • Ticket Link:

  • Situation Overview:

  • Order Number:

  • Invoice Amount:

  • Reason for Request: