Which email address do we use to reply to a customer?

support@newaccount.freshdesk.com

How do I keep a unified font so that all the letters are the same when writing an email in Freshdesk?

Select all the text and click on the Clear Formatting button on the bottom of the editing box.

Select all the text and click on the Reset to Default Font

Freshdesk automatically adjusts the font to maintain uniformity.

Go to the settings menu and select the desired font for all emails.

Freshdesk does not allow customization of fonts in emails.

How do I create a new email?

Go to Freshdesk and click on the "New" button in the top right corner, then select "New Email" from the dropdown menu.

Access the "Tickets" tab in Freshdesk and click on the "Create" button to start a new email.

Click on the "Compose" button in Freshdesk and select "New Email" from the dropdown menu.

Click on the "Actions" menu in Freshdesk and select "Compose Email" to begin drafting a new email.

Where can we find the canned responses?

At the bottom of the email composition window, clicking the "Canned Responses" button

In the settings menu, under "Email Templates."

At the top of the email composition window, under "Canned Responses."

In the Freshdesk knowledge base, under "Canned Responses."

Can we choose from which email to reply to the customer?

Yes, you can choose from any email address in the “From:” drop down menu.

No, you can only reply from customercare@wptglobal.com .

Only if the customer sends the email to another address, you can choose where to reply from.

No, you should always answer from customersupport@wptglobal.com

How do we find all the tickets related to a player in Freshdesk?

Copy the email from IGP BO and paste it into the search bar in Freshdesk, and select the contact if necessary.

Use the player's name in IGP BO and search for the tickets in Freshdesk.

Access the player's profile in Freshdesk and navigate to the "Tickets" tab.

Enter the player's username in Freshdesk's search engine to find all the player's tickets.

How do we find emails related to the same topic?

Search by keywords in the Freshdesk search bar.

Use filters in Freshdesk to narrow down emails by topic.

Search by sender's name in Freshdesk search bar.

Sort emails by date and time to find related topics.

When replying to a player from freshdesk, the name is displayed automatically in the editing box. What should we do?

Bring up the account in IGP BO and answer the player using the name that appears there.

Bring up the account in IGP BO and answer the player using the username that appears there.

Answer the player using the name that appears automatically.

Use the name in the player's signature.

When you answer a new incoming chat on Freshdesk chat (Proactive Ops), it gets automatically transferred to _________?

All open and unassigned conversations

All open and assigned conversations

What is the Add Notes tab used for?

Add notes for players and coworkers.

FreshDesk

Authored by Anca anca.borut@kashxa.com

Used 4+ times

AI Actions

Add similar questions

Adjust reading levels

Convert to real-world scenario

Translate activity

More...

Content View

Student View

20 questions

Show all answers

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which tab/view should we be in when attending tickets on FD?

Open tickets

Pending tickets

Urgent and High priority Tickets

All tickets

MULTIPLE SELECT QUESTION

45 sec • 1 pt

How do I place myself active in Freshchat (Proactive Ops)?

Go to your profile settings and toggle the "Active" switch.

Click on the chat icon in the top left corner, then select "Set Active" from the dropdown menu.

In the Bottom left corner of the screen, click on the chat icon, then navigate to Settings and set active on Intellasign.

Click on the user icon in the top right corner, then select "Set Active on Intellisign" from the dropdown menu.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

We need to close all tickets after we send the reply.

True

False

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When there is a repeated issue, ____ in Freshdesk will help us keep track of it

The same player is contacting us several times for the same issue. What do we do?

Merge all tickets into 1. Reply to the player and resolve the ticket. Follow the same thread to answer any questions regarding the same issue.

Answer in the same ticket the player is replying and close the ticket. Answer each question in the different emails the player is sending, even though it is the same issue.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the procedure if we receive a Malaysia, Taiwan, Thailand, Vietnam or South Korea contact?

Add a note, close the ticket and inform the team on Slack

Change the group to the respective country

Reply in English

Ignore and move forward to the next ticket

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

If a player is from Argentina and he writes in Spanish, should we answer in Spanish too?

YES. We should reply to the players in the same language they are writing in.

NO. We should change the group to the respective country.

YES. We should reply to ALL players in their respective language, regardless of where they are from.

NO. If a Spanish speaker is on shift, we should leave the ticket to them. If not, apologize and reply in English.

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever

or continue with

Microsoft

Apple

Others

Already have an account?

Similar Resources on Wayground

18 questions

Inflation

Quiz

•

11th - 12th Grade

18 questions

TRAC NGHIEM 12

Quiz

•

12th Grade

20 questions

ENG9-3Q-HISTORY OF DRAMA

Quiz

•

9th Grade

25 questions

NPA management

Quiz

•

1st - 3rd Grade

20 questions

English 9-Review

Quiz

•

9th Grade

20 questions

9BS Final Exam Sem 1 Review

Quiz

•

9th Grade

15 questions

2L's - Street Law Chapter 5 - The Court System

Quiz

•

10th Grade

20 questions

SCIENCE 3RD QA

Quiz

•

7th Grade

Popular Resources on Wayground

15 questions

Fractions on a Number Line

Quiz

•

3rd Grade

20 questions

Equivalent Fractions

Quiz

•

3rd Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

$fractions$

22 questions

fractions

Quiz

•

3rd Grade

20 questions

Main Idea and Details

Quiz

•

5th Grade

20 questions

Context Clues

Quiz

•

6th Grade

15 questions

Equivalent Fractions

Quiz

•

4th Grade

20 questions

Figurative Language Review

Quiz

•

6th Grade

Discover more resources for

15 questions

Fractions on a Number Line

Quiz

•

3rd Grade

20 questions

Equivalent Fractions

Quiz

•

3rd Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

$fractions$

22 questions

fractions

Quiz

•

3rd Grade

20 questions

Main Idea and Details

Quiz

•

5th Grade

20 questions

Context Clues

Quiz

•

6th Grade

15 questions

Equivalent Fractions

Quiz

•

4th Grade

20 questions

Figurative Language Review

Quiz

•

6th Grade

FreshDesk

Which tab/view should we be in when attending tickets on FD?

How do I place myself active in Freshchat (Proactive Ops)?

We need to close all tickets after we send the reply.

When there is a repeated issue, ____ in Freshdesk will help us keep track of it

The same player is contacting us several times for the same issue. What do we do?

What is the procedure if we receive a Malaysia, Taiwan, Thailand, Vietnam or South Korea contact?

If a player is from Argentina and he writes in Spanish, should we answer in Spanish too?

We use the New Ticket option to send an email to the player.

Which email address do we use to reply to a customer?

Before sending the ticket, which STATUS should I choose?

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for