To enhance our ticket performance, focusing on improving first response time, average response time, and resolution time—all of which are crucial to customer and partner satisfaction—please use the following link:
PS ID Team:
Open emails Tickets-PS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349233
Pending Tickets-PS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349239
High Priority Open tickets-PS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349240
Waiting on 3rd Party tickets - PS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349241
Blank category Tickets-PS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349235
CS ID team
Open tickets CS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349222
Pending tickets CS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349223
Waiting on 3rd Party tickets CS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349224
High Priority Open tickets CS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349226
Blank ticket category-CS ID Team —> https://red-doorz.freshdesk.com/a/tickets/filters/349242
CS PH team:
Open Ticket CS PH team —> https://red-doorz.freshdesk.com/a/tickets/filters/349227
Pending Ticket CS PH team —> https://red-doorz.freshdesk.com/a/tickets/filters/349228
High Priority Open Ticket CS PH team —> https://red-doorz.freshdesk.com/a/tickets/filters/349230
Waiting for 3rd Party Ticket CS PH team —> https://red-doorz.freshdesk.com/a/tickets/filters/349231
Blank Ticket category-CS PH team —> https://red-doorz.freshdesk.com/a/tickets/filters/349243
Please keep the following guidelines in mind:
First Response: Always ensure that the initial email is replied to before escalating the issue to another department via a child ticket, to maintain our SLA for first response time.
Escalations: When escalating a ticket to another department that has access to Freshdesk (CS, PS, Finance, Ecom, BD, PM), it’s mandatory to create a child ticket and assign it to the appropriate internal group and agent.
Ticket Status
Functions
1
Open
Ticket required response from assigned agent. Do not change the ticket status without replying the email first
2
Pending
Need to gathers additional information from ticket requester/sender
3
Resolved
Solution has been provided
4
Closed
The ticket is completed according to the customer i.e. a solution has been accepted. If a customer doesn't close a ticket themselves, the standard practice is to automatically close the ticket after 72 hours
5
Waiting on Third Party
Escalated to the other department except finance
6
Escalated to finance (Refund)
Escalated to finance for refund process
7
Resolved by Finance
Refund has been proceeded by Finance
8
Waiting for updating refund data
Refund can not be proceeded yet because of waiting for customer to update the refund details