(ALWAYS CHECK THE PHONE NUMBER FOR THE RETURN CALL WITH THE CALLER BEFORE ENDING THE CALL)



MESSAGES FOR ADMIN & PROPERTY MANAGEMENT


NOTE: YOU SHOULD ALWAYS ATTEMPT TO TRANSFER THE CALL TO THE PERSON NEEDED OR RESOLVE THE CALL RATHER THAN TAKE A MESSAGE.  


If you have forgotten to save the call/mesage is from a walk-in go to the new button at the top of freshdesk and select New Ticket, otherwise on the ticket created from the call:

  • Select the caller/walk-in as the Contact in the first field (If there is no contact set-up in FD for the person, use yourself as the Contact)
  • Create/Amend (for saved calls) the subject using the following format
    • CUSTOMER TYPE Property address - First name of caller RE: reason for call (ie. "OWNER 1/59 Hendry St - Richard RE: Lease renewal"
  • Add any other information necessary to the message, INCLUDING THE CORRECT PHONE NUMBER FOR RETURN CALL 
  • In the Properties section of the ticket
    • find the Group field and select the appropriate group from the dropdown
    • find the Agent field (located directly under the Group field) and select the correct staff member for this to be allocated to - There are a number of agents that appear that are either no longer staff members or do not action work via Freshdesk so these should not  be used.  Please select only from the following agents:
      • Berlinda Parra
      • Erica Stefani
      • Karyn Crotty
      • Matt Pohlen
      • Mel Collins
      • Tanya Govett
    • Set the Priority of the ticket as follows:
      • URGENT (These messages should have the shortest possible due time manually set.  If there is a specific timeframe that needs to be adhered to and it is earlier than the shortest possible timeframe available in Freshdesk, you should also call the ticket recepient to advise them they need to action ASAP.)
        • All BDM enquiries
        • All owner messages
        • Anyone returning a call
        • Tenants with NEW Emergency Maintenance
        • Any messages where the action needs to be completed within 24 hours.
        • Contractors calling from a property needing instruction
        • Enquiries relating to currently advertised rental properties
      • HIGH
        • Tenant messages regarding general maintenance 
        • Tenant messages regarding leases where the lease expires within 2 months
        • Contractor messages regarding current jobs
        • FORMER owner messages (unless BDM related)
      • MEDIUM
        • Contractor messages regarding invoices/payment
        • Tenant messages regarding lease renewals where the lease expires more than 2 months
        • Enquiries relating to future rental property availability

DO  NOT USE LOW ON A MESSAGE FOR SOMEONE ELSE.  The recepient can change to Low if appropriate AFTER they have reviewed the message



MESSAGES FOR SALES DEPARTMENT (INCLUDING ROB)


Go to the new button at the top of freshdesk and select New Email

  • Enter the recipient in the To field
  • Enter the subject as 
    • CUSTOMER TYPE Property address - First name of caller RE: reason for call (ie. "OWNER 1/59 Hendry St - Richard RE: Lease renewal"
  • Type all message information into the description section, INCLUDING THE CORRECT PHONE NUMBER FOR RETURN CALL 
  • Select Send