Managing Status Changes in FreshDesk for Google Business Profile (GBP)

1. Understanding the Workflow:

Each request that comes into the GBP group can have different types, sub-statuses, and specific notes. These need to be handled carefully to ensure smooth operations and accurate tracking.

2. Status Changes Overview:

A. GBP Optimization

• SubStatus: Verified
  • Action: Update the "GBP Status" field in FreshDesk to reflect that the profile is verified.
  • Notes: Ensure all follow-up tasks related to the verified profile are documented and assigned.
• SubStatus: Suspended
  • Action: Update the "GBP Status" field in FreshDesk to reflect that the profile is suspended.
  • Notes: Investigate the reason for suspension and take necessary steps to address the issue.
• SubStatus: Needs Creation
  • Action: Update the "GBP Status" field in FreshDesk to reflect that the profile needs to be created.
  • Notes: Ensure all relevant information for profile creation is included and accurate.
• SubStatus: Needs Verification
  • Action: Update the "GBP Status" field in FreshDesk to indicate that the profile needs verification.
  • Notes: Follow up on the verification process and document any issues encountered.

B. All Requests

• SubStatus: Waiting on Google Response
  • Action: Create a new request in FreshDesk to monitor and follow up on the response from Google.
  • Notes: Document any communication with Google and ensure the request is updated regularly.
• SubStatus: Waiting on Client Response
  • Action: Create a new request in FreshDesk to track and follow up on the client's response.
  • Notes: Keep detailed records of client communications and any pending actions.
• SubStatus: Waiting on Requestor Response
  • Action: Create a new request in FreshDesk to monitor and follow up on the response from the requestor.
  • Notes: Ensure all communications are documented, and the request is kept up-to-date.

3. Best Practices:

• Always ensure that each status change is accurately reflected in FreshDesk to maintain clear communication and tracking.
• Provide detailed notes in each request to avoid any confusion or miscommunication.
• Regularly review open requests to ensure they are progressing and not stalled.