The aim of Shipup tickets in Freshdesk is to use the notifications we get from parcels to proactively sort issues for customers before they know about it.
Freshdesk Set Up
If you have access to Shipup, there is a dashboard for the different types of notifications: https://beerhawkeu.freshdesk.com/a/dashboard/76000000558
You can also view the categories by clicking on the left-hand drop down for ticket categories, on Freshdesk.
Each notification is automatically tagged before it arrives in the inbox.
Every ticket in the Shipup Notifications inbox should only have one tag - so if we need to reassign it we must delete all other tags on that ticket. The list of possible tags & what to do are as below:
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Resolving a Ticket
- Assign the ticket to yourself, they do not auto-assign
- Make sure the correct tag is attached.
- If you need to contact the customer this needs to be done via a new email, the only time you can reply from the notification is if it is a ‘customer replies’ ticket, all others MUST be sent from a new email.
- In the summary box add a brief note of how this was resolved and the ticket number where the issue was resolved. E.g, Reordered, see 123456. As long as it's definitely been sorted and ticket is linked thats all that matters.
- If delivered on erin since the refused notification was received, and no customer contact found. Screenshot top left bit from erin into the summary to show it was delivered. ( If erin scans are confusing, raise a query, state so in the summary, and leave open in shipup until Yodel confirms the status of the parcel.)
- Paste the order ID & tracking ID into the ticket fields
- You can then close the ticket even if you are waiting for a reply from a customer regarding the issue.
Things to Note
- Damaged Items - Some of the damaged parcel notifications are not marked as RTS by Yodel. If it is missing, you do need to stop & return it.