[F] DHL - Freshdesk FAQ

Created by Maache Baptiste, Modified on Thu, 27 Mar at 10:15 AM by Maache Baptiste

Questions	Answers
What is the scope of Freshdesk ?	Operational communication with DHL 4PL: -Shipment Management -Cost Management -IT Support (access creation, incidents)
How can I create a ticket to DHL LLP for Airbus ?	Please click on the top of the portal and click on "Submit a ticket". Then, select the topic to raise and the different fields needed to provide the request.
How ticket status are working in Freshdesk ?	The status is a predefined list created to better follow up the lifecycle of tickets. After creation, operational team is updating the status of each ticket.
What are the differences between all status available in Freshdesk ?	Status available : Being processed The ticket is under progress, we will revert to you as soon as possible. Pending This status is set if something is causing a delay in the ticket process. Awaiting your reply We are waiting your reply to process the ticket. Being processed by third party The ticket is being processed by a third party, and we will get back to you as soon as possible. Resolved This ticket is completed, you have 5 working days from now to reopen it in case the actual response receive doesn't meet your expectations. Best practice : Please answer on a ticket to reopen it. Closed This status is set 5 working days after the resolved status. The ticket cannot be reopened.
How can I know that a ticket is waiting my answer in Freshdesk ?	You will see the "Awaiting your reply" mention at the right of your tickets in the list. Best practice : Filter on "Awaiting your reply" in the "Status" filter to check only those tickets.
Can I close a ticket if I need to cancel my request ?	Yes, you can close a ticket if you decide to cancel your original request or if it is no longer relevant/cancelled. Please do not close any tickets if under process so we can follow up the requests.
Can I answer in a ticket even if it is resolved or closed ?	You can answer on a "resolved" ticket during the next 5 working days. After this time, the ticket will no more be accessible (closed status). After 5 working days, the ticket will be closed. For all new requests, please open a new ticket.