ORC 1 ‐ Are User requests tracked via a ticket system? - michaelthielemans/ProjectHosting GitHub Wiki

Standardized Process for Tracking User Requests via FreeScout

  1. Identify the User Request:

    • Verify the details of the user request and ensure that it is correctly identified and categorized within FreeScout.

  2. Assign the Request to the Relevant Agent:

    • Assign the user request to the appropriate agent or support staff member responsible for handling such requests.

  3. Review and Respond to the Request:

    • Review the details of the user request and provide a timely and appropriate response based on the nature of the inquiry or issue.

  4. Update the Ticket Status:

    • Update the status of the ticket within FreeScout to reflect the current progress or resolution status of the user request.

  5. Document the Action:

    • Document any actions taken, including responses provided, solutions implemented, or additional follow-up steps required, within the ticket details.

  6. Notify the User (Optional):

    • If company policy or customer service standards require, notify the user about the progress or resolution of their request via email or through FreeScout's notification system.

Automation Scripts (Optional):

If desired, automation scripts can be implemented to streamline certain aspects of the ticket tracking process within FreeScout. Here's an example of how automation scripts can be used:

  • Automated Assignment Script:

    • Develop a script that automatically assigns incoming user requests to the appropriate agent based on predefined criteria such as request type, priority level, or assigned department.

  • Status Update Script:

    • Create a script that automatically updates the status of tickets within FreeScout based on predefined triggers or actions taken by agents, such as closing tickets after resolution or escalating tickets to higher-level support staff.

  • Notification Script:

    • Implement a script that sends automated notifications to users regarding the status or progress of their requests, ensuring timely communication and transparency throughout the support process.

Usage:

Ensure that these automation scripts are integrated with FreeScout's API or webhook system to facilitate seamless communication and interaction between the scripts and the FreeScout platform. Additionally, ensure that proper testing and validation are conducted to verify the accuracy and effectiveness of the automation scripts before deployment in a production environment.