Freshdesk

Freshdesk is a customer service software that we use to facilitate all Shift phone calls. Each location has their own login, which can be accessed by logging in with the shop’s Gmail account. All voicemails and phone calls in Freshdesk are recorded and stored in our shop’s database. So, if you ever need to find an old conversation with client, you can search for their call (or ticket, as it is called in Freshdesk) using their phone number. Freshdesk also allows us to assign calls or voicemails to other shops (or agents, as it is called in Freshdesk). This means if you receive a voicemail for a 124th Street client but you are at South, you can reassign the ticket and move it out of your workflow. Shift Concierge works almost exclusively on Freshdesk, so they may assign you tickets or forward an email to a specific shop to follow up on.

This following video shows you how to login and navigate Freshdesk, including listening to a voicemail, add notes, reassign a ticket, and forward a ticket to another shop, and answering a call.