Alation Freshdesk – effortless omnichannel service

So we are talking about…Alation Freshdesk…you can use freshdesk for customer service so let’s get started first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register you’re gon na get started and that will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called through phone email social media chat or forms and below that you can include your client assistance e-mail so if someone is going to be contacting you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our dashboard shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice trend and below that you have your client satisfaction and you can see the percentage of unfavorable responses or positive reactions even neutral reactions and the total reactions that you have gotten on the best side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na provide you a great little tip 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 urgent and high ones will be on the top however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your solution tab is a general sort of info tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Alation Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the development or the information of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have made what turning points that you have reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show 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 category what kind of ticket this is you can change its status you can set its concern and you can also set what kind of inquiry it is so what kind of concern it is you can likewise appoint a specific representative to this query so you can just include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have actually replied to this consumer you can likewise delete your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of response you require to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general starting with us orders and refunds information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will delivery take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is various but i’m simply choosing 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 customer on the bottom left you can see suggested services and canned types so you’re going to click suggested services and you can see various articles that are a pre-written answer to a consumer question and you can just place that pre-written info into your reaction and send it without having to

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retype the same sort of answers again and again so this is a really easy formula for your representatives to follow so they can easily respond to emails so another terrific feature that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce different groups for different functions so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this type of billing ticket other than that you can likewise appoint different in the group area you can also assign different tickets to various groups and once you’ve 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 customer escalations where clients may have elevated a certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video Alation Freshdesk