Customer Communication

All communication is done through the shared inbox of FreshDesk. Your signature is still attached to all emails, and you’re responsible for timely responses to your customers for all matters that are not emails directed at support.

Sending Emails to Customers

In order to keep things organized and visible, we communicate with customers through FreshDesk using the email address training@corebridge.net.

✅ When Emails come into your Personal Inbox

Action Steps	Who	Where
1. Acknowledge email	CSM	Personal email
2. Forward to FreshDesk	CSM	FreshDesk system
3. Assign and tag ticket	CSM	FreshDesk
4. Reply via shared inbox	CSM	FreshDesk

Acknowledge Email Template:

Hi [Customer's First Name],

Thank you so much for reaching out! To help us track your request and respond as efficiently as possible, I’m looping this into our team inbox.

You might receive a response from our shared email shortly, and I’ll stay involved as needed to ensure everything is on track.

For future support needs, feel free to email us directly at supportdesk@corebridge.net, this ensures we can assist you quickly and effectively.

[Signature]