Log In
- Click here to access Freshdesk.
- If you need to log in, you will see the following login page:
- Enter your email and password.
- Once logged in, you will see the following information:
- Click on the highlighted box to be taken to Freshdesk.
- Once you click on it, you will see the Freshdesk dashboard.
- After confirming access to Freshdesk, click here to access Freshchat (you need to first be logged in Freshdesk). Or by clicking the chat icon at the bottom of Freshdesk:
- Finally, save the URL to your favoritesourites for easy access in the future.
Set yourself as active
- When you log in you may be prompted to change your status. Please do so, be aware that new customers chats will appear as soon as you do.
- In case this message does not appear please go to the top right part of the screen, open your profile and change your status manually.
Open your conversation
- Now click your inbox
- Here jump to your assigned conversation, here all new chats assigned to you will appear.
- Remember to register the MID as a custom contact property
Resolve conversations
- Here you can see a quick overview of all the functions to reply to the customer.
- Remember that you can personalize the canned responses, first add them manually or use the “/” for automation. Then “Add’ them and change them.
- To maintainain consistency and speed, please use chat flow canned responses.
- You can follow the chat flow outline in the following article:
Chat Flow : Support Services
Close conversations
- After you have addressed all the concerns, offer further help and the customer is satisfied, click “Resolve and Create Ticket” at the top right of the chat.
- This will display the ticket number created so you can document the interaction:
- At the same time, this will trigger a satisfaction survey for the customer and automatically update all metrics.
Document Interactions
- If the customer is a Merchant or Partner please document the interaction. Please create a ticket from the chat using the options in the left of the screen. (If you resolved the interaction with "Resolve and create ticket" then this will be automaticaly trigger)
- Assigning the merchant ID and Type, then select:
- Group: “CS/TS Outbould Mail”
- Status: “Closed”
- Agent: “Select yourself”
- By doing this a new ticket with a copy of all the chat will be created, please refer to that ticket when documenting the interaction.