When you get an email from a live customer requesting something, please do not blindly forward the email to Support. Instead, follow the steps below to ensure that the ticket gets created correctly.

Goals:
1. To streamline the process between Internal Departments and Support.
2. Create a clear outline to Support of what actionable items need to be taken so they can provide the best possible service to our clients.
3. Reduce time Support spends on figuring out what needs to be changed/updated.

When forwarding emails to Support, be sure to remove any text stating Out of office before sending. If the subject line includes Out of office the emails will be automatically directed to a spam folder and will not be seen by Support.

Employees with an Individual Zendesk Account

Forwarding emails from Support from Gmail

Open the client’s email in Gmail.
Click the 3 vertical dots on the right-hand side of Reply
Select Forward and type support@fareharbor.com in the To field.
DO NOT DELETE YOUR SIGNATURE.
In the body of the email you can add notes or additional information that can assist Support with resolving your request
Click Send & a ticket will be created in Zendesk with the correct Organization attached to the request (Example ticket in Zendesk)

Employees without a Zendesk Account

Account Management

Forwarding emails to Support from Gmail

Updating Gmail settings

If you have not already added am-zendesk@fareharbor.com to your email account, follow the steps below to do so. If you’ve already updated your Gmail settings, skip to the next section.

Go to your Gmail settings (located in the top right of your inbox):
From the General tab, scroll down to your email signature and check the box underneath (“Insert this signature before quoted text…”)
Save your changes.
Go to the Accounts tab and select Add another email address.
Leave your name in the Name field, and enter am-zendesk@fareharbor.com in the Email address field:
Click Next Step.
The next screen will prompt you to verify your email address. Click Send Verification.

Before you can start forwarding emails, you will need to approve forwarding from the am-zendesk@fareharbor.com Gmail account. See the next step for more details.

Forwarding approval process

The forwarding account can be approved with a confirmation code or a link in the verification email. The credentials to the am-zendesk@fareharbor.com Gmail account are in Keeper.

Login to the am-zendesk@fareharbor.com email account.
Search for your email address in the inbox (the title of the email will be “FareHarbor Holdings, Inc Confirmation – Send Mail as am-zendesk@fareharbor.com)”.
Once you click into the email, click on the link below the words “please click the link below to confirm your request”.
Once redirected to another Gmail screen, click on the Confirm button.

After these steps are complete, you will see two email addresses in your account: yourname@fareharbor.com (default) and am-zendesk@fareharbor.com. Keep these settings as is; DO NOT make am-zendesk@fareharbor.com your default.

Forwarding client emails to Support

Open the client’s email in Gmail.
Click the 3 vertical dots on the right-hand side of Reply:
Select Forward and type support@fareharbor.com in the To field.
Change the “From” field to am-zendesk@fareharbor.com.
DO NOT DELETE YOUR SIGNATURE.
In the body of the email you can add notes or additional information that can assist support with resolving your request:
Click Send & a ticket will be created in Zendesk with the correct Organization attached to the request (Example ticket in Zendesk).

Ask yourself some questions before you click send:

Will a Support agent be able to answer this request easily with the information provided?
Should I add a clarifying sentence if this request is not easy to understand? If yes, you can add notes above your signature that will flow into Zendesk as Internal Notes.
Is there anything in the email content I wouldn’t want a client to see? Treat everything as though it will be seen by the client.
Did I delete the entire thread of emails so Support can easily distinguish the request?

Tip: View or join the #tickets channel in Slack to verify that your emails are being forwarded correctly.

Forwarding a message received via a call or voicemail

For messages received via voicemail, please use this internal form.

Rebuild or retrain requests

If the request is in regards to a rebuild or retrain, see the Rebuilds and Retrains docs instead.

If a client responds saying that a build/change has been done incorrectly, or wants to change additional items, send a direct message to the person who made the changes.

All Other Teams