[V] DHL - Freshdesk FAQ

What is the scope of Freshdesk ?

Operationnal communication with DHL 4PL: 

-Transport (TR) follow up requests.

-Location (Creation/Update/Deactivation) requests.

-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.

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.