All things Freshworks
Freshworks provides this type of service to TC.
What is a helpdesk?
List 4 of the 9 parts of a ticket.
What is the:
Title
Submitter
Ticket number
Latest activity
Due date
Priority
Team(group)
Status
Type
This word means the timeframe in which we are to answer/resolve a ticket.
What is an SLA (Service Level Agreement)?
Will the DRE, Marketing and IT teams be able to utilize the Freshwroks platform?
True/Yes
These are the 3 types of tickets we can manage.
1. Question
2. Problem
3. Request
These types of tickets have the same issue and are from the same requestor. The oldest ticket will be primary, unless specified otherwise. This action CANNOT be undone.
What is merged tickets?
These 3 values align with our WHY to utilize Freshworks.
What is
1. Acting
2. Accountability
3. Radical Hospitality
True or False:
Tickets are ONLY handled by the IT team.
False:
IT, Marketing, DRE and the CX teams can handle tickets.
With these tickets, there is a problem/request but needs to be addressed by multiple teams. Also, the main ticket can be resolved only after the others are taken care of.
What is parent-child tickets?
Freshworks is a kin to this type of object as referenced in the presentation.
What is an umbrella?
I will look here to assess which tickets I handle first.
What is my dashboard for high priority/closest due date.
This is a template that can be sent to customers to help answer questions or resolve a problem.
What is a canned response?