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.

1. Login to FreshDesk and click New > New Ticket.

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

1. For the Subject, type a prefix of “CB - “ followed by a short description of the issue.

1. For Assign to, select your own user account.

1. 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.

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

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

1. IMPORTANT: Add a note to the CRM indicating that the callback happened and what the result was.
2. Click on the ticket to open it in FreshDesk.
3. Click Close.