TABLE OF CONTENTS

• 2020 Customer Satisfaction Guidelines for Freshdesk
• Overview
• How to use Freshdesk
• Queue
• Service Level Agreement - SLA
• Group Management

Overview

This document lays out the new Customer Satisfaction Guidelines for External and Internal communication. It describes Queues, SLAs, knowledge article management, and people that will need licenses. 

How to use Freshdesk

Freshdesk has an in depth “academy” (learning platform) and knowledge base to teach new users how to use the Freshdesk system. I have included a few courses that will help new users learn how to best navigate the system and leverage the different features Freshdesk offers. 

1. Enroll for Free in The Freshdesk Academy  

2. Work through several courses.

   1. How do ticket work in Freshdesk - 1 min

   2. How to look at your ticket list  - 5 min

   3. Setting up Canned Responses - 5 min

Queue

Each product has a support queue that represents the tickets related to that product (BIA, Website, B Analytics) for example. The queue represents tickets that are related to a particular site/system and can be answered by the same team or person. Each queue has a team of people associated with it and one Queue Leader who’s the primary point of contact for that queue.

Service Level Agreement - SLA

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. An SLA holds the customer satisfaction team accountable for a timely response. Over the past 6 months (since 6/2018) we have improved our response to tickets by using ticket rules and increasing communication between teams, but our overall first time response is 3 days. In Freshdesk, we will be using a new piece of functionality called a SLA timer. The SLA timer will track and notify the Queue Leader of that queue to respond to a ticket within the SLA defined in an email. 

The goal will be to have a 1 business day first time response for every ticket. SLAs will be on all queues and we will include follow up ticket workflows to ensure when a user responds to a ticket the second response does not linger as well. 

Prioritization

• Low - Tickets that are not time sensitive, determined by ticket owner

• Medium - Customer pushes back and/or needs a call with a technical person

• High - Key account or sponsor that needs immediate attention

Guidelines of how to respond to a ticket

1. Human response for every ticket within 3 business day

2. Reroute tickets with a informative note to the next person that will manage the ticket

3. Communicate when a ticket escalation (from low to high) is needed

4. Tag tickets to improve trend analysis

5. Use articles and canned responses

6. Create a request for a new article with repeat tickets

7. As Always - Treat the customer with respect

Group Management

These are the suggested queues based on reviewing the tickets we are currently receiving and the needs internally for information

For US Leads

• If it's a startup or new company --> send Pending B canned response 
  • Send and Close
• If not known --> send Steps to Certification canned response
  • Send and Close

For Global leads

• Reference Global Partner Emails and send to the appropriate Global Partner
  • Forward and Close