If the customer is relocating to a new location within the city and needs a device to be delivered and installed then follow the below properties in Freshdesk:


Delivery & Installation


1. Status: Assign to Logistics

2. PID

3. City

4. Type of Issue: Relocation

5. Type of Relocation: Delivery + Install needed

6. New Address

7. New Pincode

8. Relocation Delivery Date

9. Relocation Delivery Time

10. POC

11. Group: Logistics Team

12. Agent: Col-Log-Ops Team


If the customer is ready to carry the device to the new location and only needs installation within the city then follow the below properties:


Only Installation


1. Status: Assign to Operations

2. PID

3. City

4. Type: Device Issue - Tech Vist Required

5. Technician Visit Date

6. Technician Visit Time

7. Type of Issue: Relocation

8. Type of Relocation: Only Install Needed

9. New Address

10. New Pincode

11. POC

12. Group: Support

13. Agent: $AgentName$

14. Internal Group: Operations Team

15. Internal Agent: Col-Log-Ops Team



Note: After updating ticket properties in Freshdesk, check whether Job is Updated in the ticket as well as in Staging Dashboard.