Fresh Desk Courtesies- FAQ- Order Processing

Fresh Desk Courtesies

Date Written: 11.27.23

Date Last Revised: 06.12.25

Written By: S. John

Proofed By: M. McGuire

This SOP will list a set of courtesies we should follow when in Fresh Desk:

1. When you assign a ticket to someone outside of the CS group, please drop them a note to let them know you have assigned a ticket to them.   Some people do not check FD daily if they rarely work in it.  This alerts them to a new ticket they need to handle.  Then change the status to OPEN.

2. When you have a conversation on the phone about a ticket, create a note in Fresh Caller and add it to the existing ticket in Fresh Desk to summarize the conversation so if someone looks at the ticket, they are up to date on what is happening.

3. When you are adding a note to a ticket that is informational, assume that someone may be reading it months later so include pertinent information.  For example, if you entered a part request into Weebly, note “Part request entered in Weebly = W # 1784956081” not just the number as it may not be clear to a person unfamiliar with Weebly.

4. If you FORWARD a ticket to someone (internal or external) look at the 3 little dots to expand the conversation so you see exactly what you are forwarding.  In many cases you can delete some of the info below the dots as it is either too much info, not relevant info, etc.

5. If you have cut and pasted into a ticket, used multiple colors of text and fonts, please highlight your text and clean up the ticket so it is easy to read.

6. If you have answered the customer’s question and do not need any more information, RESOLVE the ticket.

7. Tickets do not belong to anyone.  You can add a note or comment to any ticket.  

8. If you are planning to be off on PTO, please make sure all your tickets are up to date before you are off and assign one person (or team) to check your tickets at least twice a day while you are out in case customers respond to your tickets or they re-open.  If you will be off for multiple days, re-assign your tickets to a co-worker and review with them before your time off.

9. If you notice that a contact needs to be updated, please take a moment to do so.  Don’t just leave it for the next person to handle.  In the ticket, click on “Contact Details” Edit to update the customer’s contact info.

10. Using “Watcher” star
Add yourself as a watcher if you are interested to see how a ticket develops, feel you can learn from how it is resolved or feel you can add constructive help to the person handling it.   You can add anyone you like as a watcher if you feel it will be helpful to them or the person handling the ticket.   If you are handling a ticket for a salesperson’s customer and you think they would like to know about the issue, add them as a watcher.

11. Merging tickets:

If you have multiple tickets on one subject merge them to make it easier for others to have all the info on it/makes it easier to have everything in one place. Pay close attention to which ticket is being set as “Primary Ticket”.  Ensure that the Primary Ticket is the one with the most pertinent information. 

12. Search first!

Before you begin work on a ticket, search to see if another ticket already exists on that issue or Sales Order number.  Then get with the person handling the other ticket or merge the tickets if needed.