Steps to Create a Case in Freshdesk for Inbound Call

Click ➕ New → New Ticket

Add Contact Details

• Customer’s name

• Email or phone number

Set Source → Phone

Update Subject→ e.g Product Complaint

Set Status → Open

Set Priority → Low

Select Group → EDG - Brands

Assign Agent → Choose your name

Fill in Description

• Reason why the customer contacted us

• What you informed or did

• Next action (if any)

Set FF_Contact_Reasons → e.g Product Complaint

Set FF_Contact_Reasons 1 → e.g., Sample Eggs

Set FF_Contact_Reasons 2 → e.g., Sample Cracked Egg