So we are talking about…Atlas.Freshdesk…you can utilize freshdesk for customer service so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na begin and that will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your email and below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore 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 networks chat or kinds and below that you can add your client support email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody 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 welcome them over here next up over here we have our control panel our dashboard shows 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 chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and listed below that you have your client satisfaction and you can see the percentage of positive responses or negative reactions even neutral actions and the overall responses that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a nice little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say let’s arrange them by their status and now you can see high and immediate 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 type of tickets you want to see if you wish to see the tickets that are appointed to a particular person 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 companies so you can view those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a basic kind of details tab which allows you to see your email marketing your legal requirements
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your service associated statements so if there is something that is sort of various you will discover it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you may 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 also view your ticket volume patterns so you can Atlas.Freshdesk
see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the progress or the details of a certain team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much efficiency each representative has you can see that from over here going back into tickets i’m going to reveal you how you can fix a ticket so over here at the top we have how can i refund my order and over here you can see you can include tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what sort of query it is so what kind of question it is you can likewise appoint a particular representative to this query so you can just add a note essentially respond
tto this person and now i’m going to just 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 client so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send that and now i have replied to this consumer you can also delete your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of response you require to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds details gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket obviously the concern is various but i’m just selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended solutions and canned kinds so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your reaction and send it without needing 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 quickly react to emails so another excellent feature that freshdesk really supplies is developing groups so if you click on groups in the admin area you can create different groups for different functions so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual might define their role and make them the leader of this type of billing ticket aside from that you can also appoint different in the group section you can likewise appoint various tickets to different 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 consumers may have elevated a particular scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you guys in the next video Atlas.Freshdesk