UNISON CaseWeb



  1. Select a backlog folder or item in CaseWeb@unison.co.uk folder  or personal outlook folder
  2. Forward the most recent email or email with the query thread
  3. Rename the folder, putting "Freshdesk" at the start to indicate this has been moved to Freshdesk and is now redundant.    (Move the folder to a holding area when time allows)
  4. Go to the new Freshdesk ticket amend group, priority, agent, tag, type and cause
  5. Draft a response to the query in Freshdesk and reply back to CaseWeb or Personal outlook.
  6. Go to outlook and forward the reply to the user
  7. Change the status of the Freshdesk record (Close if possible



Note that if the user replies this will cause a new ticket in Freshdesk.    If this occurs and it is not just a thank you, then use the new ticket and if needed merge the old ticket to it, add a note citing the old ticket reference.