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general:managing_call_backs [2025/07/04 06:03]
216.73.217.3 old revision restored (2025/06/25 19:48) 		general:managing_call_backs [2025/07/04 09:09] (current)
216.73.217.3 old revision restored (2025/06/10 09:16)
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 ===== To create a ticket for a new Call Back: ===== ===== To create a ticket for a new Call Back: =====
  
-  - Login to FreshDesk and click **New > New Ticket**.+1.  Login to FreshDesk and click **New > New Ticket**.
  
 {{:general:dashboard.png|}} {{:general:dashboard.png|}}
  
-  - You will be prompted to enter a **Contact**. Use the dummy contact record named //Call Back//.+2.  You will be prompted to enter a **Contact**. Use the dummy contact record named //Call Back//.
  
 {{:general:new_ticket.png|}} {{:general:new_ticket.png|}}
  
-  - For the **Subject**, type a prefix of “//CB -// “ followed by a __short__ description of the issue.+3.  For the **Subject**, type a prefix of “//CB -// “ followed by a __short__ description of the issue.
  
 {{:general:subject.png|}} {{:general:subject.png|}}
  
  
-  - For **Assign to**, select your own user account.+4.  For **Assign to**, select your own user account.
  
 {{:general:unassigned.png|}} {{:general:unassigned.png|}}
  
-  - In the **Description** field, type any additional notes. Make sure you include information to identify the customer (URL from CRM, phone number, etc). Also ensure you note the date when you plan to follow up.+5.  In the **Description** field, type any additional notes. Make sure you include information to identify the customer (URL from CRM, phone number, etc). Also ensure you note the date when you plan to follow up.
  
 {{:general:description.png|}} {{:general:description.png|}}
  
-  - All other fields can be left at the default values. Click **Create**.+6.  All other fields can be left at the default values. Click **Create**.
  
  
 ===== To monitor your pending Call Backs: ===== ===== To monitor your pending Call Backs: =====
  
-  - Click the **Tickets** icon on the left side of FreshDesk. +1.  Click the **Tickets** icon on the left side of FreshDesk. 
-  - Select **New and my open tickets**.+ 
 +2.  Select **New and my open tickets**.
  
 {{:general:new_and_open.png|}} {{:general:new_and_open.png|}}
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 ===== When you have completed your Call Back: ===== ===== When you have completed your Call Back: =====
  
-  - __IMPORTANT:__ Add a note to the CRM indicating that the callback happened and what the result was. +1.  __IMPORTANT:__ [[howto:add_notes|Add a note to the CRM]] indicating that the callback happened and what the result was. 
-  - Click on the ticket to open it in FreshDesk. + 
-  - Click **Close**.+2.  Click on the ticket to open it in FreshDesk. 
 + 
 +3.  Click **Close**.
  
 {{:general:close.png|}} {{:general:close.png|}}
general/managing_call_backs.1751609010.txt.gz · Last modified: 2025/07/04 06:03 by 216.73.217.3

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