Mujin / FreshDesk Manual

TABLE OF CONTENTS

• Getting Started with Freshdesk
  • Logging In
    • Accessing Freshdesk:
    • Single Sign-On (SSO) Authentication:
    • First-Time Login:
    • Troubleshooting:
  • Navigating the Freshdesk Dashboard
  • Setting Up Profile and Notifications
    • Profile Settings:
    • Notification Preferences:
• Ticket Field Requirements
  • Purpose:
  • Custom Ticket Fields
    • Ticket Type:
    • Mandatory Fields:
  • Ticket Categorization and Validation
  • Verification of Required Data
• Automated SLA Alerts and Escalations
  • Purpose:
  • SLA Alerts
    • Hour to SLA Deadline:
    • 30 Minutes to SLA Deadline:
    • Missed SLA Alerts:
  • Escalation Protocols
    • Standard Escalation:
    • Critical Ticket Escalation:
    • Escalation Notifications:
  • SLA Monitoring and Review
• Standardized Communication Templates
  • Purpose:
  • Overview of Canned Responses
  • Available Templates
    • Ticket Acknowledgment:
    • Status Update:
    • Shift Handoff Notification:
    • Resolution Confirmation:
  • Guidelines for Using Canned Responses
    • Personalize When Necessary:
    • Maintain Clarity and Professionalism:
    • Update the Customer Regularly:
  • Creating Custom Canned Responses
• Shift-Based Ticket Handoffs
  • Purpose:
  • Overview of Shift Handoffs
  • Shift Handoff Process
  • Shift Handoff Notification to Customers
  • Escalating Tickets During Shift Handoffs
  • Best Practices for Smooth Handoffs
• FAQs and Support
  • Purpose:
  • Frequently Asked Questions (FAQs)
  • Support Resources
• Continuous Improvement and Feedback
  • Purpose:
  • Providing Feedback on Freshdesk Workflows
  • Continuous Process Improvement
    • Improvement Tracking:
  • Regular Training and Development
  • Recognition for Process Improvement Contributions

Logging In

For all Mujin employees, Freshdesk login uses Single Sign-On (SSO), which is integrated with your corporate device login credentials. This means you’ll use the same username and password as you do for your corporate devices.

Accessing Freshdesk:

Navigate to the [Freshdesk login page URL].

Select Log in as an Agent to initiate the SSO process.

Single Sign-On (SSO) Authentication:

• You’ll be redirected to the Mujin corporate login portal.
• Enter your corporate credentials (same as your device login).
• Complete any additional authentication steps if prompted, such as two-factor authentication (2FA), to enhance security.

First-Time Login:

Note: Always use the SSO option to ensure secure access through Mujin’s integrated authentication process. This not only streamlines access but also provides enhanced security by linking directly with your corporate account.

Troubleshooting:

Navigating the Freshdesk Dashboard

Upon successful SSO login, agents will land on the Dashboard. Here’s an overview of the main dashboard components and their functions:

• Ticket Overview: Displays a summary of tickets assigned to you, filtered by their status (Open, Pending, Resolved).
• Recent Activity: Shows a timeline of ticket updates and changes made by you or other agents.
• To-Do List: Freshdesk allows agents to create and manage tasks for efficient workload tracking.
• Filter Panel: Located on the left side, this panel enables agents to filter tickets based on attributes like priority, type, and submission date.
• Customization Options: Agents can add widgets like “Ticket Volume Trends” to monitor ticket flow and overall performance metrics.

Setting Up Profile and Notifications

To keep track of ticket statuses and updates effectively, follow these steps to customize your profile and notifications:

1. Profile Settings:

   1. Click your profile picture in the top-right corner and select Profile Settings.
   2. Update your Profile Information with your name, email, and signature. Ensure your signature includes your role and contact details to streamline communication with customers.

Notification Preferences:

1. Recommended Notifications:
   • New Ticket Assignments: Receive alerts when a new ticket is assigned.
   • Ticket Status Changes: Be notified when ticket statuses update (e.g., resolved, reopened).
2. Enable Browser Notifications for real-time updates, ensuring you stay informed when working across tabs.

Note: Notifications keep agents informed of critical ticket updates, especially useful when managing multiple cases.

Ticket Field Requirements

Purpose:

To comply with Mujin’s SOPs, Freshdesk includes specific ticket fields that capture essential information from the outset. These fields ensure every ticket submission is detailed, minimizing the need for follow-up and improving response efficiency.

Custom Ticket Fields

To ensure accurate and complete ticket data, each ticket must contain the following fields:

1. Ticket Type:

   1. Agents must select the appropriate ticket type, which determines the ticket’s nature and response approach. The options are:
      • Question: For general inquiries or non-technical information requests.
      • Incident: For unexpected issues that disrupt regular function, often requiring immediate technical support.
      • Problem: For recurring issues previously documented in the system.
      • Feature Request: Used when customers request new features, software updates, or hardware changes.
      • Service Schedule: For scheduled maintenance or service calls.
   2. Note: Selecting the right ticket type is crucial for efficient routing and prioritization, in line with SOP guidelines.

Mandatory Fields:

1. Mujin Controller S/N: The serial number of the Mujin Controller linked to the issue, essential for troubleshooting.
2. Project Code: Identifies the project associated with the ticket, providing context for better support.
3. Detailed Description: A comprehensive description of the issue or request. Incomplete descriptions may delay the resolution process, so provide as much information as possible.

Important: Freshdesk requires these fields to be completed before a ticket can be submitted, ensuring that all critical information is captured per SOP standards.

Ticket Categorization and Validation

Each ticket must be categorized based on Type and Severity to facilitate organized triage, prioritization, and SLA management. Here’s a breakdown of how to assign these attributes:

• Severity Levels:
  1. Critical: For severe-impact issues that disrupt operations and require immediate resolution.
  2. High: For significant issues that need timely response but are not critical.
  3. Medium: For standard inquiries or issues without urgency.
  4. Low: For non-urgent requests, such as feature requests or informational queries.

Agent Tip: Carefully consider the ticket’s impact and urgency before setting the severity. Proper categorization ensures the ticket follows the correct workflow and is addressed within appropriate SLA timeframes.

Verification of Required Data

Before submitting a ticket, review the following to verify all required information:

• Mujin Controller S/N and Project Code are entered accurately.
• Description contains all relevant details, as incomplete entries will lead to follow-up delays.

If any information is missing, the agent will be prompted to complete the required fields. This ensures that each ticket is correctly documented and meets SOP data standards.

Outcome: This process improves ticket data quality and minimizes back-and-forth for missing information, allowing faster and more effective support responses.

Automated SLA Alerts and Escalations

Purpose:

To align with Mujin’s SOPs for timely ticket management, Freshdesk is configured to automatically notify agents as SLA deadlines approach. These alerts and escalation protocols ensure tickets are addressed promptly, reducing the risk of overdue issues.

SLA Alerts

Automated alerts are designed to keep agents informed as tickets approach their SLA deadlines. This proactive notification system helps agents prioritize their workload effectively.

Hour to SLA Deadline:

30 Minutes to SLA Deadline:

Missed SLA Alerts:

Escalation Protocols

When SLA deadlines are at risk or missed, Freshdesk automatically initiates escalation procedures to ensure appropriate resources are applied to resolve the issue.

1. Standard Escalation:

   1. For tickets that remain unresolved at the 30-minute pre-SLA mark, Freshdesk escalates the ticket to a higher-tier support group or manager.
   2. This escalation ensures that a senior team member is notified and can assist in resolution if needed.

Critical Ticket Escalation:

1. For tickets categorized as Critical severity, escalations occur faster:
   • These tickets are escalated 30 minutes after the initial assignment if unresolved, ensuring immediate attention and resources.
2. Managers and senior agents should review escalated critical tickets immediately to address any pressing issues.

Escalation Notifications:

1. Escalation alerts are sent to both the assigned agent and the team lead, ensuring all relevant parties are aware of the ticket’s status.
2. The assigned agent should review escalation notes and communicate any additional information to the customer if necessary.

SLA Monitoring and Review

To maintain SLA standards, agents and managers should regularly review SLA performance. Freshdesk’s reporting tools allow teams to assess SLA compliance over time, identify trends, and adjust workflows where needed to improve response times.

• Monthly SLA Reports: Managers should review monthly SLA reports to track ticket resolution performance and identify any patterns in missed SLAs.
• Continuous Improvement: Use SLA reports to identify common bottlenecks and implement corrective actions where needed. Consistent review and adjustment help to enhance support efficiency and compliance with SOPs.

Agent Tip: Use SLA alerts as a guide to prioritize workload. Keeping an eye on pending deadlines will help you stay within SLA targets, maintain high standards of support, and reduce escalations.

Outcome:

Automated alerts and escalations support proactive SLA management, ensuring Mujin’s response standards are consistently met and urgent issues receive prompt attention.

Standardized Communication Templates

Purpose:

To provide a consistent and professional customer experience, Mujin has implemented standardized communication templates within Freshdesk. These templates help agents maintain clear, effective communication that aligns with SOP requirements.

Overview of Canned Responses

Canned responses, or communication templates, are pre-written messages that can be used for common customer interactions. These responses cover standard messages like ticket acknowledgments, status updates, and shift handoffs, saving agents time and ensuring consistency.

How to Access Canned Responses:

• In any open ticket, click on the Response section.
• Select Canned Responses from the dropdown menu to view available templates.
• Choose the appropriate template, make any necessary adjustments for personalization, and send.

Available Templates

Below are the primary canned responses available for use in Freshdesk. Each template aligns with specific stages of the support process and can be personalized as needed.

1. Ticket Acknowledgment:

   1. Use this template when a new ticket is created to confirm receipt and set expectations with the customer.
   2. Template:
      • “Hello [Customer Name], thank you for reaching out to Mujin Support. We have received your request and are reviewing it. A support agent will be in touch within [X hours] to assist you further. If you have additional information, please feel free to reply to this message.”

Status Update:

1. This template is for updating the customer on progress or when additional information is required.
2. Template:
   • “Hello [Customer Name], we are currently investigating your issue and will provide an update by [Date/Time]. Please let us know if you have any further information that may assist our team in resolving this issue.”

Shift Handoff Notification:

1. When a ticket is transferred to the next support shift, use this template to notify the customer of the change and ensure seamless support.
2. Template:
   • “Hello [Customer Name], Mujin Support operates 24/7, and your case is being transferred to the next shift for continuous assistance. A support agent from the incoming shift will follow up with you shortly. Thank you for your patience.”

Resolution Confirmation:

1. Use this message to confirm that an issue has been resolved and close the ticket, inviting the customer to reach out if further assistance is needed.
2. Template:
   • “Hello [Customer Name], we’re happy to inform you that your issue has been resolved. If you encounter any further issues or have additional questions, please don’t hesitate to reach out. Thank you for choosing Mujin Support!”

Guidelines for Using Canned Responses

1. Personalize When Necessary:

   1. Always personalize the response with the customer’s name and any specific details related to their inquiry to ensure a professional and personalized experience.

Maintain Clarity and Professionalism:

Update the Customer Regularly:

Creating Custom Canned Responses

If a new situation arises frequently, agents or managers can create additional canned responses that fit the SOP standards.

Steps to Create a Custom Canned Response:

1. Go to Admin Settings in Freshdesk and select Canned Responses.
2. Click Create New and write the response following Mujin’s communication guidelines.
3. Name the canned response for easy identification and categorize it by type (e.g., “Technical Update,” “New Feature Information”).
4. Save the response, making it available to the team for future use.

Shift-Based Ticket Handoffs

Purpose:

To provide uninterrupted support, Mujin has implemented a structured shift handoff process within Freshdesk. This section outlines how agents should manage tickets during shift changes, ensuring smooth transitions and preventing delays in ticket resolution.

Overview of Shift Handoffs

Mujin’s support operations run 24/7. At the end of each shift, agents must prepare tickets for the incoming team by documenting any relevant information. This process ensures that tickets are consistently managed according to SLAs and customer expectations.

Shift Handoff Process

1. Review Active Tickets:
   1. Before ending your shift, review all active tickets assigned to you. Prioritize tickets based on SLA deadlines and severity (e.g., Critical, High).
   2. Ensure each ticket has up-to-date notes and all mandatory fields are complete.
2. Add Shift Handoff Notes:
   1. In each active ticket, add a note summarizing its current status and any necessary next steps for the incoming agent. Key points to include:
      • Current Status: Briefly state the ticket’s progress (e.g., “Awaiting customer response” or “In progress, pending internal review”).
      • Next Steps: Outline the next actions needed (e.g., “Contact customer for additional information” or “Escalate if unresolved within 2 hours”).
      • Pending Information: Note if there are any outstanding details required from the customer or team.
   2. Tag the ticket with shift-specific indicators if necessary (e.g., “Day Shift” or “Night Shift”) to help the incoming team identify priority items.
3. Reassign Tickets to the Incoming Shift:
   1. Use Freshdesk’s automation or manual reassignment options to transfer tickets to the next shift’s team or designated agents. This ensures that no ticket is left unattended during the transition.

Shift Handoff Notification to Customers

To maintain transparency and continuity with the customer, use the Shift Handoff Notification template provided in Section 4. This message informs the customer that their case is being transferred to a new agent or team for continued assistance.

• Template:
  1. “Hello [Customer Name], Mujin Support operates 24/7, and your case is being transferred to the next shift for continuous assistance. A support agent from the incoming shift will follow up with you shortly. Thank you for your patience.”

Escalating Tickets During Shift Handoffs

For tickets nearing SLA deadlines or requiring immediate attention, escalate to a higher-tier agent or manager following the Critical Ticket Escalation process outlined in Section 3.

1. Critical Issues:
   1. For any ticket classified as Critical or approaching its SLA deadline, ensure it is flagged and escalated if unresolved by the end of the shift.
2. Escalation Notes:
   1. In the escalation notes, provide a summary of any attempted solutions or outstanding issues, helping the escalated team address the issue without delay.

Best Practices for Smooth Handoffs

1. 10-Minute Shift Handoff Meeting:
   1. A daily 10-minute handoff meeting is scheduled with the night rotation team to review key tickets and address any critical updates before the shift change.
   2. Attendance Requirement: All outgoing and incoming agents are required to attend this meeting, which is scheduled at the end of each shift to ensure a seamless transition.
   3. Agenda:
      • Review high-priority and SLA-bound tickets.
      • Discuss any critical updates or unresolved issues.
      • Assign immediate actions if needed to avoid any lapses in ticket handling.
   4. The meeting helps to confirm that both teams are aligned on current ticket statuses, reducing any potential for missed information during handoffs.
2. Use Clear and Concise Language:
   1. When documenting shift handoff notes, keep descriptions brief but detailed enough to convey essential information to the incoming agent.
3. Prioritize Urgent Tickets:
   1. Ensure all high-priority or SLA-bound tickets are highlighted and moved to the top of the incoming agent’s queue.
4. Regularly Check Handoff Notes:
   1. Incoming agents should review handoff notes promptly at the start of their shift to ensure they are aware of any pending actions or urgent tickets.

Agent Tip: Attending the shift handoff meeting and following handoff notes consistently prevents delays and ensures customers receive uninterrupted support, meeting Mujin’s SOP standards.

SOP for Completing a Support Ticket

Workflow Overview

• Ticket Assignment and Introduction
• Initial Data Collection and Verification
• Troubleshooting and RCA Form Completion
• Customer Feedback and Status Updates
• Resolution or Escalation
• Final Communication and Ticket Closure
• Shift-End Documentation and Updates

Detailed Workflow

Ticket Assignment and Introduction

        Agent receives the ticket assignment from the front-end team.

    Introduce Self to Customer:

        Send an introduction email or chat message to the customer with a formal greeting and any immediate questions.

        Agent information, including contact details, will be included in their email signature.

        Ensure the customer is aware of the transfer of responsibilities.

        Note: The department operates 24x7, and tickets will be transferred to the next agent if criticality and SLA requirements deem it necessary.

Initial Data Collection and Verification

    Verify Customer and Machine Information:

        Ensure all relevant data, including customer and machine information, is attached to the ticket.

        If any data is missing, request this information during initial communication with the customer.

 Review Ticket Details:

     Assess the initial problem description and any attached documentation.

        Ensure the ticket includes necessary details like type of inquiry, Mujin Controller S/N, and project code.

Start Running Through the RCA Form:

     Use the Microsoft Form linked inside each support ticket to begin the Root Cause Analysis (RCA) process.

        Ensure all necessary information is collected and documented in the form.

    Gather Additional Information:

        If needed, request more information from the customer to properly troubleshoot the issue.

        Place the ticket in "Waiting for Customer" status if awaiting a response.

    Provide Regular Updates:

        Keep the customer informed about the progress of the troubleshooting.

           Update the ticket status as appropriate (e.g., "In Progress," "Waiting for Customer").

    Ensure Effective Communication:

        Use the same method of communication that the customer initially used to report the issue (email, chat, or phone).

        Use acceptable verbiage and communication templates available in the MUSA Support Knowledge Base for consistent communication.

    Attempt to Resolve the Issue:

        Continue working on the issue through resolution.

        Complete the RCA form with all findings and steps taken.

    Request Additional Resources:

        If the issue cannot be resolved, escalate the ticket to a higher level of support.

        Provide all necessary documentation and RCA form details for the escalated agent.

        Place the ticket in "Escalations" status for review and reassignment by the front-end team.

        Any ticket left beyond acceptable durations will be automatically escalated and reassigned or resolved with the agent directly by the front-end team.

        Notifications will be sent to select members of the front-end team and managers of the surrounding teams for all escalated tickets.

    Confirm Resolution with Customer:

        Send a final email or chat message to the customer confirming the resolution.

        Ensure the customer acknowledges and is satisfied with the solution.

    Move Ticket to "Review" Status:

        Change the ticket status to "Review" for the front-end team to prepare final customer-facing documents.

        Note: Agents will not supply final or formal documentation to customers. This task is handled by the front-end support team.

    End of Shift Updates:

        Update all assigned tickets with private notes before the end of the shift.

        Document the current status, next steps, and any pending actions.

    Hand Over High/Urgent Priority Tickets:

        Ensure that High or Urgent priority tickets are handed over to the next shift or appropriate team member.

        Provide clear documentation and updates to facilitate a smooth transition.

    Ensure Complete Documentation:

        The agent is responsible for ensuring all notes and updates are placed into the support ticket.

        The RCA form, completed through the Teams app, will provide a PDF output option for uploading to the Freshdesk ticket.

Final Considerations

    Introduction:

        A formal greeting with immediate questions is sufficient. Agent information is included in their signature.

    Initial Verification:

        Ensure customer and machine information is attached to the ticket or requested if missing.

    RCA Form:

        Utilize the Microsoft Form linked in the support ticket to complete the RCA process.

    Customer Communication:

        Communicate using the same method initially used by the customer. Templates are available in the MUSA Support Knowledge Base.

    Escalation Process:

        Escalate tickets when the agent cannot determine a root cause. Complete the RCA form and place the ticket in "Escalations."

    Final Documentation:

        Front-end support teams handle the preparation of final customer-facing documents.

FAQs and Support

Purpose:

This section is designed to answer frequently asked questions and offer resources for agents needing help with Freshdesk workflows or Mujin’s SOPs. This guidance ensures agents can troubleshoot common issues, use Freshdesk features effectively, and access additional support channels as needed.

Frequently Asked Questions (FAQs)

1. Who should I contact if I experience issues with the Freshdesk system?

• For technical support with Freshdesk, such as login issues, field configurations, or automation errors, contact:
  1. Director of Support: Don Harmon at donald.harmon@mujin-corp.com
  2. Systems Administrator: Wynn Morgan at wynn.morgan@mujin-corp.com
• Note: Freshdesk is not managed by IT, so please direct all Freshdesk-related inquiries to the contacts listed above.

2. How do I access and use canned responses?

3. What should I do if a ticket is missing required information from the customer?

4. How can I create a new canned response for a recurring issue?

5. How do I customize my notifications in Freshdesk?

6. What is the Knowledge Base, and how do I use it?

7. What should I include in my shift handoff notes?

Support Resources

1. Support for Freshdesk System

2. SOP and Workflow Guidance

3. Training and Documentation

• Periodic training sessions are assigned through Freshworks Academy, an online training platform with courses on Freshdesk features and best practices. Agents should regularly check this platform as new courses may be assigned to enhance workflow efficiency and keep up-to-date on system features.
• Agents will receive notifications when new courses are assigned. Completing each assigned training by the due date ensures that all agents stay updated on Freshdesk features and comply with Mujin’s SOP standards.

4. Escalation Support

Continuous Improvement and Feedback

Purpose:

Mujin is committed to continuously improving support processes and enhancing agent workflows within Freshdesk. This section outlines how agents can contribute ideas, suggest improvements, and provide feedback on system functionality or SOP compliance.

Providing Feedback on Freshdesk Workflows

Agents are encouraged to share insights and suggestions based on their daily interactions with Freshdesk. Feedback helps identify opportunities for refining ticket handling processes, improving efficiency, and enhancing customer satisfaction.

How to Submit Feedback:

• Direct to Supervisor: If you encounter recurring issues or have ideas for system improvements, inform your team lead or supervisor. They can escalate these suggestions to the support management team for review.
• Monthly Feedback Session: Mujin hosts a monthly feedback session where agents can share their experiences, discuss challenges, and suggest enhancements for Freshdesk processes. Participation is encouraged to foster a collaborative support environment.

Continuous Process Improvement

Mujin regularly evaluates Freshdesk workflows to ensure alignment with evolving business requirements and industry standards. Agents play a crucial role in this improvement process by identifying bottlenecks or inefficiencies in ticket handling.

Areas for Improvement:

• Ticket Categorization: Ensure that tickets are categorized accurately based on SOP guidelines to streamline triage and resolution.
• SLA Management: Provide feedback if current SLA targets need adjustment or if additional automation rules could support timely ticket handling.
• Knowledge Base Contributions: Agents are encouraged to suggest new articles or update existing entries in the Knowledge Base to expand self-service resources, reducing customer wait times.

Improvement Tracking:

Regular Training and Development

Mujin invests in continuous learning opportunities to enhance agent skills and keep everyone updated on Freshdesk features. Agents are required to complete regular training modules through Freshworks Academy, covering topics such as new tools, SOP updates, and best practices for efficient ticket handling.

Training Review and Feedback:

Recognition for Process Improvement Contributions

Agents who contribute valuable suggestions that lead to tangible improvements in Freshdesk workflows or customer satisfaction are recognized in Mujin’s monthly performance reviews. This recognition program encourages continuous improvement and acknowledges agents who enhance our support processes.