General Guidelines:

1. Review currently assigned tickets for any additional response requirements by using the "Open and  Unassigned Tickets" option.
   
   
2. Make sure the tickets are sorted oldest to newest using the Last-Modified and Ascending options.
   
   
3. Review ticket.
   1. Assign to self immediately in the "Assign to" option under "Properties"
      
      If the ticket appears to be spam, click on the ticket. Then click on the blue contact name. In the example below, click on itycm beside the green icon so that it brings up contact information and not the ticket information. Don’t click Edit on this line:
      CONTACT DETAILS | Edit
      
      as it only brings up the ticket information (and the contact won’t be deleted).
      
      
      You will see this:
      
      
      Select Delete and you will see this:
      
      
      Select Confirm – this contact will be deleted and all future emails from this email will automatically be sent to spam. Then click on the ticket and delete it.
   2. Update customer details and ticket properties as appropriate. Click on the "Edit" on "Contact Details"
      
      
      • Correct the name (replies to the customer will use the "first" name which is not always accurately set by Freshdesk).
        Note: If they are using a "nickname" put that first followed by their complete name.
        
        
      • Add the customer's website (only the TLD) for reference purposes as well as any other pertinent credentials for the site if available)
        
        
      • Do not forget to "Save".
        
        
4. If able to answer the ticket, carry on.
   • Leave a note explaining why.
     
     
   • Unassign ticket (set to --- in Ticket properties).
     
     
   • Move on to the next unassigned ticket.
     
     
5. Continue to update all Ticket Properties as needed (see Workflow - Setting Ticket Properties - General Guidelines).
   
   
6. Reply to the ticket. Remove company cc's i.e. bowp@photocrati.com, etc.
   
   
   • Check to ensure the sending email address (the From: email address) is using the default support email address for the group/ticket.
   • If there is a /cc field (especially to one of our internal addresses) clear it immediately.
     Then continue to write your reply.
     
     
7. You can set up the status immediately on the send button using the dropdown option.
   
   
   1. Pending: Whenever we need to check this ticket later and maybe there is pending information from the development team or another agent.
   2. Resolved: The ticket has been resolved and the client let you know. Do not mark it as resolved if you are unsure whether the problem has been solved.
   3. Closed: It closes the ticket and sends a notification to the client.
   4. Waiting on Customer: After we respond. 
   5. Waiting on Third Party: Only used when a bug has been reported to the developers.