Handling Emails in Freshdesk – EDG Brand

Steps to Follow:

1. Open the email ticket in Freshdesk

2. Read and understand the customer’s concern

3. Verify contact details

   • Update name, email, and phone if missing or incorrect

4. Set Ticket Fields:

   • Status: e.g Pending or waiting for other department

   • Group: EDG Brand

   • Assign Agent: Your name

   • FF_Contact_Reasons: e.g., General Inquiry

   • FF_Contact_Reasons 1: Inquiry About Product Price
     Update FF_Contact_Reasons 1 & 2 as needed

5. Take action based on case:

   • If can be resolved directly:

     • Respond to customer

     • Resolve case within 24 hours

   • If escalation needed:

     • Forward to correct team

     • Inform customer case is under review

Turnaround Time (TAT):

• Standard Cases: Close within 24 hours

• Escalated Cases:

  • Follow up if no update from assigned team within 24–48 hours

  • Keep customer informed regularly