<aside> ℹ️ These are the main channels for customer contact.
Freshdesk - effectively a shared email inbox, but with a load of additional features Freshchat - our live chat system, for instant interaction with customers
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Tickets in Freshdesk have the same layout, regardless of their origin. The ticket number is the 6 digit number at the top.
From the left, there is the ticket body where the message from the customer will be (in this case an email via the contact form on the site), then the Ticket Fields, then the Customer’s contact details.
At the top, a ticket can be replied to, forwarded, closed, merged with another ticket (if a customer has contacted multiple times on the same issue) or deleted (only used for Spam sales emails)
If you hit reply, you will see a standard email reply box. Your reply will always be sent by email.
At the top of the reply screen is the customer email, and auto-generated greeting. Check this is correct on every ticket.
At the bottom, there is a speech bubble with a star sign. This is where you can find canned responses to common queries.
You can also see a rubbish bin to delete an in-progress email, and the send option.