1. The Freshdesk dashboard should be regularly monitored in office hours (9 - 5) so that the urgent response time of 4 hours is not breached.
2. Review incoming items in turn, working first on those of greatest apparent urgency
assign query group
assign urgency
assign user to urgent issues
Alert agent(s) to urgent issues
Agents to review urgent issues and escalate, setting status to awaiting
3. Repeat 2 above for apparent high priority
4 Repeat 2 above for Medium priorities
5 Repeat 2 for low priorities
6 Monitor ongoing issues and chase for progress
7 Ensure that CaseWeb inbox is cleared of incoming issues and that non query items are retained in inbox for the teams attention, forwarding to team if needed
Individual inboxes should have any queries moved into the CaseWeb inbox so that they can be set up in Freshdesk
Backlog queries should be moved to Freshdesk, preferably moving the initial query first and adding the latest response (with email thread) and followng the processes above
Resolving queries Ensure that issues have tags and categories set before closing so that reports can reflect these.
caseweb inbox