| Each agent is assigned to one – or more – Groups. Groups representing the Teams on the customer. |
| You only modify/update those tickets which assigned to the group you are part of, but all tickets are visible for read only option to every group's members. If you are part of more than one group on Freshdesk you can edit all tickets associated with one of those. |
| You can assign to any other group any ticket, however you should only edit tickets assigned to a group you are part of or assigned directly to you as an agent. |
| Each group has an email address associated with it, whenever an email arrives to any of these email addresses it will create a ticket. If there is more than 1 support email address is added to the email received, it will create that many ticket or it will duplicate down the message received into a single ticket. |
In case you notice that more than one Group email address is added to an email, use the relevant Scenario Automation to inform the sender about the incorrect communication rule.
The groups are named with the logic of
|
| Groups | E-mail Address Associated With |
BNR | IBM-BNR@dhl.com |
Cisco | Sorcisco@dhl.com |
Customs Compliance | Fed through automation and manual allocation from Generic DG/CC |
DG/PSI | Fed through automation and manual allocation from Generic DG/CC |
EMEA LLP Data, Digitalization & Automation | data-digitalization.llp@dhl.com |
FLS LLP EMEA | fls.llp.emea@dhl.com |
Generic DG/CC | customs.hazmat.LLP@dhl.com |
Inventory | inventory.ibm@dhl.com |
NextDay | Nextday.IBM@dhl.com |
OBC | assurance.ibm@dhl.com |
Return | return.ibm@dhl.com |
Sameday Team | sameday.ibm@dhl.com |