Dial Customer Solutions Internal CS Wiki

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====== Managing Call Backs ======

Ideally you can resolve all of the issues raised by a customer when you are on the phone together; but sometimes, you need to investigate and give them a call back later. This process outlines how to create a ticket in FreshDesk so that your pending Call Backs are kept organized.

To create a ticket for a new Call Back:

- Login to FreshDesk and click **New > New Ticket**.

- You will be prompted to enter a **Contact**. Use the dummy contact record named //Call Back//.

- For the **Subject**, type a prefix of “//CB -// “ followed by a __short__ description of the issue.

- For **Assign to**, select your own user account.

- 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.

- All other fields can be left at the default values. Click **Create**.

To monitor your pending Call Backs:

- Click the Tickets icon on the left side of FreshDesk.
  - Select New and my open tickets.

When you have completed your Call Back:
IMPORTANT: 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.

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