Created by Lisa
Sales Admin CC email on ticket SOP
*Revised 6/27/2025: Section 5 - II "Contact" Field
-Changed wording from (If Available -> TO --> If Applicable)
-Changed wording from (If Not Available -> TO --> If Not Applicable)
- Added in Please Note (Notation I have in RED)
How to create a ticket
Step 1: Log into Fresh Desk
Step 2: Click "Ticket" ICON
Screen Populates
Step 3: Top Right "New" Field: Click drop down select "Ticket"
Screen Populates:
Step 4: Scroll down to "Group Field"
Step 4A) Group Field: Click drop down: Select "Sales Admin Group"
Step 4B Agent Field: Click drop down: Select "Your Name"
** Fields now reflect your selections:
Step 5: Now Scroll back up to top of screen & complete the below fields:
I. Product: Click drop down -> Choose Brand/Brands related to your ticket
II. Contact: Mandatory to enter an email address
-Customers email address (If Applicable) - Please Note: The ticket will be sent to the email address that is entered in this field.
- legacypurchaseorders@thelegacycompanies.com (Customers email address Not Applicable)
III. Subject: Enter Main Reason for creating the ticket
IV. Type: Click drop down -> Choose "Sales Admin"
V. Order Type : Click drop down -> Choose EDI or Manual Order Entry
VI. Purchase Order # :
- Enter PO Number
-If Unavailable Enter: N/A
VI. Order Status: Click drop down & Select appropriate selection (See Reference Table below)
| Order Processing | In-Process | Threatened | Released/Shipped | Others |
| Prior to processing the Order (PO) | Order reflects in M3 -EDI Import - You have manually entered order in M3 | Order is suppose to ship by end of month but cannot because of "XYZ" reason | Order is a status 66/77 and has shipped | All Other inbound requests |
VII: PO Total Amount Field : (Populates when choosing Order Status):
Order Processing -> Enter PO (Dollar) Total Amount
In-Process -> Enter PO (Dollar) Total Amount
Released/Shipped -> Enter PO (Dollar) Amount
Others -> If not Order related (Enter N/A)
VII: Sub Category Field: (Populates when choosing Order Status "Threatened Order"
- Click drop down & choose reason order will not ship by end of month
PO Total Amount Field -> Enter PO (Dollar) Amount
VIII: Source: Auto fills "Phone" (Field cannot be altered)
VIIII: Status: Auto Fills "Open" (Do not modify at time of creating the ticket)
IX: Priority: Auto fills (Click the drop down to choose a more urgent selection)
X: ** Note you had already modified the Group & Agent fields at time of first creating your ticket
XI: Description:
-Enter a brief description of reason why ticket is being created
- After entering description -> Click "Create"
Screen Populates
Step 6
-Your Ticket is now created (Be sure to check your side cart details & Contact details)
-Top Left Side of ticket is your ticket number : 649268
- Ticket status reflects :New"
- Your description reflects in body of ticket
- Side Cart reflects the details you entered/selected when creating the ticket
-Contact Details -> Click Edit and contact information you enter also reflects 
Contact Details: -> Click "Edit"
**If you need to edit contact details -> Modified the field/fields and click "Save"
Extremely Important to enter Internal Notes inside the ticket
-Notes should clear & to the point regarding the demand/task of the ticket
Step 7: Click "Add note"
**Please be sure "PRIVATE" is showing . If "private" does not reflect -> Click "Add Notes" Again
- Enter your internal notes
- Then Click "Add Notes" in dark blue box
Your internal; notes now will show
