Hi Team,
I hope everyone enjoyed their holiday!
We would like to inform you of a new strict process for tagging in Freshdesk. Moving forward, agents are required to use only the specified tags listed below. This change aims to streamline our operations, particularly in gathering and locating essential data. As a result, free-form tagging will be discontinued, and historical tags will be removed.
Here are the tags you need to use:
- PLU: Each item in our market has a unique PLU number found in the POS invoice. Copy this number and add it to the tag section. This helps management track the number of tickets associated with specific products and identify common issues. Multiple PLUs can be added to the tag section. Should only be used for items reported with issues (faulty, damaged, missing, assembly, etc) not including general queries.
- ACCC THREAT: Use this tag whenever there is a mention of ACCC, VCAT, Fair Trading, etc.
- REVIEW THREAT : Use this tag whenever a threat of social media or negative reviews is made.
- NEG REVIEW POSTED: Typically, the management, including level Bs, will add this tag when reviewing the ticket. However, agents are encouraged to add this tag if it has been overlooked.
- CLAIMS SENT - SUPPLIER
- CLAIMS SENT - COURIER
This new process is effective immediately, so please start incorporating it into your workflow. Additional tags will be introduced once approved by management
If you have any questions or concerns regarding this update, feel free to reach out.
Thank you for your cooperation.