Answering Problem Freshdesk – effortless omnichannel service

So we are talking about…Answering Problem Freshdesk…you can utilize freshdesk for customer service so let’s start first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na begin and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can validate your e-mail and below that you can see you can include your language whatever type of language you want on your website change 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 also alter 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 pick your assistance channel so how you can be contacted by means of phone e-mail social networks chat or types and listed below that you can add your consumer assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your customer complete satisfaction and you can see the percentage of favorable reactions or unfavorable reactions even neutral responses and the total responses that you have actually gotten on the best side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a good little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see immediate and high ones will be on the leading 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 sort of tickets you want to see if you wish to see the tickets that are designated to a particular 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 way that you have actually called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your options tab so your option tab is a general type of info tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the options tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Answering Problem Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what sort of progress you have made what milestones that you have reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 specific classification what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can also assign a specific agent to this query so you can simply add a note generally reply

 

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 upgrade the status i’m going to include this note now i’m going to reply to the client so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of reaction you require to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic beginning with us orders and refunds information presents and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see how long will delivery take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the question is various but i’m simply picking this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a client question and you can just place that pre-written details into your response and send it without having to

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retype the same type of responses again and again so this is a very easy formula for your representatives to follow so they can easily respond to e-mails so another great function that freshdesk actually provides is developing groups so if you click on groups in the admin section you can produce different groups for various purposes so if a concern and a ticket is associated with billing you can designate a group member so over here i’ve assigned myself in this group and that person could define their function and make them the leader of this kind of billing ticket other than that you can likewise designate various in the group area you can likewise assign various tickets to various groups and once 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 customer escalations where consumers may have raised a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll catch you men in the next video Answering Problem Freshdesk