Pace 2-1

So we are talking about…Freshdesk Zoominfo…you can use freshdesk for customer care so let’s begin first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na start and that will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can confirm your e-mail and below that you can see you can include your language whatever sort of language you desire on your site change the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or types and listed below that you can include your customer support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your customer fulfillment and you can see the portion of negative actions or favorable responses even neutral actions and the total reactions that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a great little reminder on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate ones will be on the top however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your solution tab is a general type of information tab which permits you to see your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Zoominfo

see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can see the development or the details of a certain staff member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what type of progress you have made what milestones that you have reached and how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal you how you can solve a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a particular classification what type of ticket this is you can alter its status you can set its top priority and you can also set what sort of question it is so what kind of question it is you can likewise designate a specific agent to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to reply to the customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually replied to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable sort of action you need to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually basic starting with us orders and refunds information gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a concern that is often asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is different but i’m just selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested options and canned kinds so you’re going to click suggested options and you can see various articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your response and send it without needing to

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retype the very same kind of answers again and again so this is a really simple formula for your agents to follow so they can easily react to e-mails so another terrific function that freshdesk truly supplies is producing groups so if you click groups in the admin area you can produce various groups for various purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i’ve assigned myself in this group which person could define their function and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group section you can likewise appoint different tickets to different groups and when you have actually done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the consumer escalations where clients may have raised a specific circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you men in the next video Freshdesk Zoominfo