Daily
- Freshdesk is expected to be checked twice a day once in the morning and again in the afternoon.
- If a ticket is a task to be performed outside of SLA's resolution time please create a asana tasks reference the ticket number in the asana task and make a note with the Asana task link and close the ticket
- All tickets must have notes before closing.
- E.g if closing as its a notification a simple ack (for Acknowledged). All other replies should be what action was taken to complete the ticket as a note if there is no replies to the email or merge another ticket if action was taken within another ticket.
Response time SLA’s are met when a response has been made to a ticket
Resolution times are met when the ticket is resolved and/or an alternate workable solution (workaround) is provided/actioned.
It is a requirement that we must follow up if you are waiting on a response for a ticket weekly if medium or low priority without a deadline.
Procedure - Freshdesk Admin Assistant
- Log In:
- Start your workday by logging into Freshdesk using your credentials.
- Dashboard Overview:
- Check the Freshdesk dashboard for an overview of ticket statuses and pending tasks.
- Look for any unassigned tickets that need immediate attention
- SLA Overview:
- Review the SLA Policy to identify any tickets approaching or exceeding the response time limit.
- Pay special attention to tickets that need a response within the next few hours.
- Ticket Assignment:
- Assign tickets to appropriate agents or teams based on their expertise and workload.
- Ensure that workload is evenly distributed to meet SLA requirements.
- 1st Response Canned Response:
- For tickets that require a response within 4 hours, use the "1st response" canned response to acknowledge receipt and set expectations for resolution.
Procedure - Departmental Staff
- Log In:
- Start your workday by logging into Freshdesk using your credentials.
- Dashboard Overview:
- Check the Freshdesk dashboard for an overview of ticket statuses and pending tasks.
- Look for any urgent or high-priority tickets that need immediate attention.
- SLA Overview:
- Review the SLA Policy to identify any tickets approaching or exceeding the response time limit.
- Pay special attention to tickets that need a response within the next few hours.
- Ticket Assignment:
- Assign tickets to appropriate agents or teams based on their expertise and workload.
- Ensure that workload is evenly distributed to meet SLA requirements.
- 1st Response Canned Response:
- For tickets that require a response within 4 hours, use the "1st response" canned response to acknowledge receipt and set expectations for resolution.
General Tips:
Automation Rules:
- Utilise automation rules in Freshdesk to streamline ticket assignment and prioritise based on urgency.
Regular Reporting:
- Generate and review regular reports on ticket resolution times, SLA compliance, and overall performance.
Training and Communication:
- Foster open communication within the team to address challenges and share best practices.
SLA Policy
| Priority | First Response | Resolution Time |
|---|---|---|
| Urgent | 4 Hours | 4 Hours |
| High | 4 Hours | 1 Days |
| Medium | 4 Hours | 5 Days |
| Low | 4 Hours | 7 Days |
IMPORTANT NOTE: Do not edit resolution due date
Priority Definitions
| Urgent | High | Medium | Low |
|---|---|---|---|
| Supplier Disconnection/Suspension Notice | Airwallex Low Balance | Customer Enquiry on an invoice | Receiving Bill or Invoice |
| Finance or Loan in arrears | HMRC Notices | Before Payroll Enquiries | customer requested refund (not errors) |
| Payroll Payments for Payday | NEST Notices | Carrier Notices | Direct debit |
| Unauthorised Transaction | Superannuation Return/Rejection | ATO general notifcations | |
| Transfer to the incorrect bank details | ATO Notices that mention owing, overdue, urgent | ||
| Legal Letters or notices | Credit Stop Notices | ||
| ATO Letters following up payment or lodgments or anything outstanding | Unhappy Customer on our top customers List <LINKHERE> | ||
| Letter of Demand from Suppliers | Airwallex Low Balance notification | ||
| After Payroll Enquiries | |||
| Airwallex card rejection | |||
| refund errors in payway | |||
| Overdue Invoice (we have received the invoice previously) |
Status
| Status | Action Required |
|---|---|
| Open | The ticket requires action from agent |
| Pending | The ticket is awaiting a reply |
| Waiting on Customer | The Ticket is awaiting a reply from the customer |
| Waiting on Suppliers | The Ticket is awaiting a reply from the supplier |
| Waiting on Internal | The Ticket is awaiting a reply from someone within the company |
| LR Personal | NOT TO BE USED |
| Resolved | The ticket has been resolved and no further action is to be taken and will be closed in a few days time automatically |
| Closed | The ticket has been closed and no further action is to be taken |
Type
| Type | Enquiry Type | Responsible |
|---|---|---|
| AR - Enquiry | Accounts Receivable Officer | |
| AR - Remittance Advice | Direct debit notifications of payment | Accounts Receivable Officer |
| AP - Invoice Received & Statements | Contractor invoices, invoices and statements received | Accounts Payables Officer |
| AP - Expenses Claims/Receipts Requests | Relates to employee expenditure, either receipts for costs spent on airwallex company cards or costs that need to be reimbursed for company expenses paid on | Accounts Payables Officer |
| Payroll Enquiry | Employment Agreements, Employee and Contractor Commission | Payroll Officer |
| Wholesaler and Partner Correspondences | Accounts Receivable Officer | |
| Carrier Notifications | All Carrier correspondences that aren't | Carrier Co-Ordinator |
| Notifications | Relevant Department it relates to | |
| Spam | Admin Officer | |
| Compliance | Registered agent emails ATO IRS Tax related emails Company Registration Emails Esuperfund | Chief Financial Officer |
| Other | Relevant Department it relates to |