Automated Ticket Creation from Shared Inbox – Freshdesk Process

Overview: This article outlines the process for automating ticket creation from a shared inbox using Freshdesk. The new workflow eliminates manual ticket creation, streamlining customer communication and internal ticket management for agents. Key updates include automatic generation of parent tickets and better attachment handling, enhancing efficiency for teams using Freshdesk.

How It Works:

Team Inbox Sync: The shared inbox is now synced with Freshdesk. Incoming emails will automatically generate a parent ticket, incorporating the email’s content, attached files, and images.

What’s Changing:

• No need for manual ticket conversion using the STA form.
• Emails will automatically generate a parent ticket.
• Agents will communicate with clients directly from Freshdesk tickets, rather than through external tools like Front.

Agent Responsibilities:

1. Ensure Ticket is Tied to the Correct Account:

   • Confirm the ticket is linked to the right business account.
   • Managers may need to merge contacts if necessary.
   • If the contact is incorrect or missing, create or adjust as needed.

2. Submit Child Tickets:

   • Use the STA form to create child tickets linked to the correct parent ticket.

3. Client Communication:

   • Respond to clients directly via Freshdesk ticket replies.
   • Internal communication should be handled through Add Note in the ticket.

Step-by-Step Process:

Step 1: Identify Associated Client

• If the client’s email is recognized by Freshdesk, the ticket will automatically attach to the correct contact. Always double-check this association to avoid mistakes.

Step 1 (continued): Client Not Recognized

• If the email is unrecognized, Freshdesk will create a new contact. Managers will need to identify the correct client, perform a Merge Contact, and associate the ticket with the right business before submitting child tickets.

Step 2: Attaching Child Tickets

• Parent tickets are created automatically for every email. To create child tickets, use the new STA form, select Add to Existing Parent, and input the appropriate Parent ID.

Step 3: Client Communication

• Client emails will now be handled within Freshdesk. Simply click Reply to respond, ensuring the email signature is correct.

Important Notes:

• Tags will indicate tickets created by email.
• Agents must enable notifications to track updates when clients respond.
• The system automatically de-dupes email addresses if a contact uses the same email for multiple businesses.

Example: Email De-Duplication

• If a client uses the same email for multiple businesses, Freshdesk will append a unique identifier to avoid confusion. Agents need to verify the correct email and contact before replying.