FreshDesk

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

• Open tickets

• Pending tickets

• Urgent and High priority Tickets

• All tickets

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.

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

• True

• False

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

• Tags
• Threads

• Emails

• Groups

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.

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

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.

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

• True

• False

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

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

Before sending the ticket, which STATUS should I choose?

• Resolved

• Closed

• Waiting for customer

• Pending