Deprecated-Communication with Freshbook
Account
The account and password is sent from the system
Overview
Freshbook is a ticket management helpdesk system
Email Transfer
When a customer send an email to support@bridgesystem.me or info@bridgesystem.me, the email is transferred to Freshdesk.
Request from the customer
https://gyazo.com/1d917d12e39f378491a7e76b96748d94
Customer can send an email to info@bridgesystem.me or support@bridgesystem.me to request inquiry/task/project related infomation. All emails received by info@ and support@ is listed within freshedesk.
Incoming Emails
https://gyazo.com/4b4f09395e1d669236b3131c6973500e
Incoming emails are listed within the freshdesk. The admin should check freshdesk periodically and assign email as "Ticket"
Assigning Tickets
https://gyazo.com/ff34a0bed7e661016e813ad0e4237f54
To assign a ticket, follow the step:
Priority (Mandatory)
Low: Default priority. Sales emails or proposals from unknown companies
Medium: Task request, inquiry, project relations, questions and so on.
High: Important emails related to trouble, contract, payment, deadline and so on.
Urgent: Tickets that we should take actions immediately.
Status
Open: the ticket that is under working.
Pending: the ticket which is not working now due to some reason like waiting customer's confirmation.
Resolved: the ticket that issue is resolved but not confirmed by the customer.
Closed: get the customer's confirmation to close the ticket
The email to send to the customer when status is resolved:
Dear customer,
We have resolved your issue XXXXXXXXXX. Please check XXXXXXXX and confirm us.
Looking forward to hearing from you soon.
The email to send to the customer when status is closed:
Dear customer,
Your ticket is resolved and confirmed, hence we close this ticket.
Please feel free to take contact with us at anytime. We are on your service at any time.
Source
Email
Portal : the web page where customer can access to check the status of communication
Phone
Forum: Not used
Twitter: Not used
Facebook: Not used
Chat: When chat is closed on LiveChat, the ticket is created automatically. Them choose chat for this.
Mobihelp: Not used
Feedback widget: Not used
Type
Inquiry: Used for new proeject, estimate
Task: Used for request of tasks (to be charged)
Project: Used for communication for project relations.
Trouble: Used for trouble report from a customer.
Question: Used for miscellaneous questions from a customer.
Others
* These types are used for integration/automation. Be sure to choose appropriate type for each ticket.
Group
Japanese: Used for Japanese customers
Vietnamese: Used for Vietnamese customers
Agent
Choose the person in charge to communicate with the customer.
Agent can be replaced by the others.
Tags
Tags are used to estimate days/hours to complete. Choose from
1hr
2hrs
3hrs
4hrs
5hrs
6hrs
7hrs
1day
2days
3days
Integration to Task Request Airtable Databale
When a ticket is assigned as Task, the ticket creates a record on Airtable
https://gyazo.com/2120029944b0124cbc635139a30982f3
Ticket Number and Title is recorded as Name
Email address is recorded as Client
Status is set to Pending
Confirmation is set to blank
Due is set to blank
ETD is set as the Tag of the ticket
Portal URL is the url of the ticket
Integration to Trouble Airtable Database
When any reqest for task is received, open the ticket and set as Task
Status should be Open
Choose Task in Type
Select Agent to talk with customer. Agent is not necessarily the perosn who actually work for the task.
Add Tag 1hr/2hr/3hr/4hr/5hr/6hr to make solution for this task including communication time.