Dial Customer Solutions Internal CS Wiki

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====== How to follow up with a customer via email ======

There may be times when you need to follow up with a customer via email. If the customer is not expected an email, you should always try calling first. If you get voicemail, let them know that you will be sending an email and they should call us back if they don't receive it.

You will need to login to //FreshDesk// to send the email.

1.  In //FreshDesk//, click **New > New Contact**.

2.  Enter values into the **Full name** and **Email** fields. Click **Create**.

You might see:

If so, click **View Contact**.

3.  You will be in the contact record. Click **+ New ticket**.

4.  Enter values for the **Subject** and **Description** fields. Click **Create**. At this time the customer will be notified via email that a new ticket has been created but it will not display any of these details.

5.  Click the **Reply** button within the ticket to send your email. If you entered any important details into the Description field, they will need to be repeated here.

6.  After sending your email, **Close** the ticket.

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