Handling Status Changes in FreshDesk for Campaign Opts

1. Understanding the Workflow:

Each request that comes into the "Campaign Opts" 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. 2-Day Touch Call

SubStatus: Held

Action: Update the "Call Status" field in FreshDesk to reflect that the call was held.

• Notes: Ensure that any follow-up actions required after the call are documented and assigned.

SubStatus: Not Held

Action: Update the "Call Status" field in FreshDesk to reflect that the call was not held.

• Notes: Investigate why the call was not held and take necessary steps to reschedule or address the issue.

B. Domain Access Set Up

SubStatus: GoDaddy Delegate

Action: Create a new request in FreshDesk for GoDaddy Delegate access setup.

• Notes: Ensure all relevant domain details are included in the request.

SubStatus: GoDaddy Transfer

Action: Create a new request in FreshDesk for GoDaddy Transfer access setup.

• Notes: Ensure the correct authorization and details are provided.

SubStatus: Need EPP Code

Action: Create a new request in FreshDesk requesting the EPP code.

• Notes: Follow up with the client or provider to obtain the necessary EPP code.

C. Social Media Off Hold

SubStatus: Needs Creation

Action: Create a new request in FreshDesk to begin the social media account creation process.

• Notes: Ensure all account details and branding guidelines are clear and documented.

SubStatus: Needs Access

Action: Create a new request in FreshDesk to obtain access to existing social media accounts.

• Notes: Coordinate with the client or internal team to get the required credentials.

SubStatus: No Access / Issues

Action: Create a new request in FreshDesk to resolve access issues or lack of access to social media accounts.

• Notes: Troubleshoot and resolve the issues as quickly as possible, documenting the process.

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.