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Ticket: In Freshdesk, Ticket refers to the Form which has several fields to be filled by the Agent to take the order.
Fields: Agents are required to fill the details from the caller in fields. Special Characters like *@, & etc. are not allowed in these fields.
Ticket Type: There are several types to tickets in QuickShaver Freshdesk System. Submitting a ticket will change the ticket type of the Freshdesk ticket which result in trigger of webhooks accordingly.
Contacts: Agents are required to select contacts i.e. customers. Please save customer mail and number in contact before proceeding to new ticket.
Labels: Labels are used for shipment purpose. All labels are saved in Admin Panel with ticket and Order Number.
Types of tickets are given below:
Enter Order Info - To take Customer Requirement
Order Summary - To check the Cart total and Taxes including Courier.
Enter Payment Info - To enter Card Details of customer for Order Payment
Initiate Payment - To initiate the payment for submitted Card details.
Payment Status - To check the payment status.
Order Shipment Details - To check the shipment time, tracking URL etc.
Enter Return Info - To submit a return Request. [Returns handled by Admin Panel]
Initiate Pickup - To initiate pickup of Returned Items
Refund/Cancel Status - To check the status of Return/Refund
NOTES:
AGENTS ARE REQUIRED TO REFRESH THE FRESHDESK EVERYTIME TICKET IS SUBMITTED. AFTER REFRESH AGENTS WILL BE ABLE TO SEE CHANGES IN TICKET BY SERVER.
AGENTS SHOULD NOT CHANGE VALUE OF THE FIELDS WHICH ARE PRE-FILLED BY SERVER
Go to New ticket Icon in the top right corner ( + )
Select Ticket Type : Enter Order Info
Fill "Shipping City" ticket field as "Florida" or "FL" to apply tax @7.5% on order total value.
Fill the Order Details as required (See the Description of fields in below table).
Submit the Ticket after confirmation of details filled in ticket and wait for few seconds.
REFRESH the Webpage after submitting the ticket.
Select Ticket Type: Order Summary to see order summary.
See the "ERROR/API RESPONSE FIELD", if this field is "Blank/None", proceed to next step to TAKE PAYMENT.
if Error Occurs, Proceed to Error section here.
TICKET FIELDS DESCRIPTION: Enter Order Info
TICKET FIELDS
Select Product-1 Quantity
Select Product-2 Quantity
Shipping Address Line 1
Shipping Address Line 2
Shipping City
Shipping State
Shipping Zip
Edit Notes
Contact
Subject
Agent
Description
REMARKS
NUMBER, OPTIONAL
NUMBER, OPTIONAL
STRING, COMPULSARY
STRING, COMPULSARY
STRING, COMPULSARY
STRING, COMPULSARY
STRING, COMPULSARY
STRING, OPTIONAL
COMPULSARY
OPTIONAL
COMPULSARY
OPTIONAL
Taxes in QuickShaver are Based on "Shipping City" Ticket Field in "Enter Order Info" Ticket Type.
Fill "Shipping City" ticket field as "Florida" or "FL" to apply tax @7.5% on order total value.
After confirming Order summary and verifying Tax Implications
Select Ticket Type: Enter Payment Info
Fill the Payee Card Details for payment as required (See the Description of fields in below table)
Submit the Ticket after confirmation of details filled in ticket.
Select Ticket Type: Initiate Payment
Submit the Ticket to initiate payment from saved card details in above steps and wait for few seconds.
REFRESH the Webpage after submitting the ticket.
Select Ticket Type: Payment Status to see payment summary.
See the "ERROR/API RESPONSE FIELD", if this field is "Successful", proceed to next step to see Order Shipment Details.
if Error Occurs, Proceed to Error section here.
Select Ticket Type: Order Shipment Details
Refresh till all Order Shipment Related Ticket Fields are filled properly.
Caution: Do not submit the ticket.
See the "ERROR/API RESPONSE FIELD", if this field is "Successful", proceed Dashboard and
if Error Occurs, Proceed to Error section here.
TICKET FIELDS DESCRIPTION: Enter Payment Info
TICKET FIELDS
Subtotal
Shipping
Tax
Total
Card Number
Expiry Month ( MM )
Expiry Year ( YYYY )
CVC Code
REMARKS
DO NOT CHANGE
DO NOT CHANGE
DO NOT CHANGE
DO NOT CHANGE
STRING, COMPULSARY
STRING, COMPULSARY
STRING, COMPULSARY
STRING, OPTIONAL
After confirming Order summary and Payment Status
Select Ticket Type: Enter Return Info
Carefully check the Payment Status and Items Quantity before updating Return Details.
Click here for Return/Refund related Terms & Conditions.
Select Appropriate Return Category. All Fields are mandatory to fill, if any.
Fill the Quantity for return as required (See the Description of fields in below table)
Submit the Ticket after confirmation of details filled in ticket.
See the "ERROR/API RESPONSE FIELD", if this field is "Successful", proceed to next step to Initiate Pickup.
if Error Occurs, Proceed to Error section here.
After updating ticket type to Enter Return Info
Select Ticket Type: Initiate Pickup
Submit the Ticket to update the ticket type.
Pickup Details will be Updated on QuickShaver Admin Panel.
See the "ERROR/API RESPONSE FIELD", if this field is "Successful", proceed to next step to Initiate Pickup.
if Error Occurs, Proceed to Error section here.
Refunds will be handled from QuickShaver Admin Panel.
Details of Refund will be updated under ticket type: Refund/Cancel Status for Agent's Refernce
Contact Developer in case of issues. Coming soon!
Last updated on 8th October 2023