B Line Freshdesk – effortless omnichannel service

So we are talking about…B Line Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you register you’re gon na start and that will pack your basic dashboard 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 personalize your aid desk you can verify your e-mail and listed below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called via phone email social networks chat or forms and listed below that you can include your customer assistance email 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 group 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 next up over here we have our dashboard our control panel shows our

 

unsolved tickets past due 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 better or even worse it’s going to show you a good trend and listed below that you have your customer fulfillment and you can see the portion of positive reactions or unfavorable actions even neutral reactions and the total responses that you have received on the ideal side you’re gon na have your order of business 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 give you a nice little suggestion on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort 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 best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your service tab is a basic kind of info 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 type of various you will discover it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume patterns so you can B Line Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can view the progress or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what type of development you have made what milestones that you have reached and just how much efficiency each agent has you can see 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 include tags you can put it in a particular category what sort of ticket this is you can alter its status you can set its priority 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 question so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be solving 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 respond to the consumer so it’s automatically going to type in 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 actually responded to this consumer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of response you require to offer 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 categories you have actually basic getting going with us orders and refunds info presents and coupons and truths and concerns 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 shipment take that’s a question that is often asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket certainly the question is different however i’m simply picking this as a sample and now i’m simply going to pick 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 suggested options and you can see various posts that are a pre-written answer to a customer question and you can simply place that pre-written information into your action and send it without needing to

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retype the very same sort of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to emails so another great function that freshdesk really provides is producing groups so if you click on groups in the admin section you can create different groups for different functions so if a ticket and a concern is connected to billing you can assign a group member so over here i have actually assigned myself in this group and that individual could specify their function and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group section you can also assign 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 consumer escalations where customers may have elevated a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you guys in the next video B Line Freshdesk