How to Handle Help Desk Voice Mails
Access outlook (works better with the classic version of outlook)
Navigate to the bottom of the folder pane on the left side of the screen, then open the “Helpdesk” folder and select “Inbox” under that folder.
Select an email (Voicemail) that you would like to respond to.
Select the dropdown menu on the attachment that is in the email you selected and choose the option to “Save As”.
Save the voicemail to a folder that you can access easily.
Select the file and open it to listen to the voicemail.
After listening to the voicemail, call the person back and gather necessary information from them, such as their first and last name, Student/Employee ID #, a good email to reach them at, and what the issue they are having is.
If it is an issue that can be resolved over the phone, do so. If not, then create a ticket (make sure to include the information you gathered earlier) and elevate the ticket as needed.
Ticket format for these:
Requester's name: first name, last name
Requester's ID #: 0123456
Requester's Issue: Summarize the issue in a few sentences, if possible.
If you do not know how to create a ticket in FreshService, here are the steps for that:
First, go to your FreshService dashboard, and navigate to the “+” sign in the top right of the page and select “Ticket”.
Fill out the fields according to the information you gathered earlier. Make sure to fill in the “Phone Number or Alternate Email” field with their phone number.
After filling in the necessary fields select the “Submit” button in the bottom right of the page.
