Here is a step-by-step guide:
1a. Go to CSE Freshdesk page
- Go to CSE Intranet
- Click "Freshdesk Employee Support" on the home page
OR
1b. Click the ticket link in the ticket notification email
2. Sign in to your Freshdesk account by using your CSE username and password
3. View the claim related information in the ticket
4. Reach out to the customer and address customer's concerns
5. Log the root cause of dissatisfaction and other details, and resolve the ticket
6. Things to remember about ticket properties
- "Type" should always be "Survey Escalation"
- "Escalation Group" should always be "Claims"
- Once you complete everything, change status to "Resolved"
- If you are waiting information from a customer or colleague, select "waiting on ..." status to stop SLA timer
- If there are multiple dissatisfaction reasons, feel free to select the secondary root cause
- Feel free to propose new root cause options for the drop-down list
- You can save the ticket in SPInn by forwarding it to csespi@ email address.