So we are talking about…Campuslogic Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get going which 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 customize your help desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should 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 media chat or kinds and below that you can add your customer support email 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 team so if you have a team that is working for you if somebody is going to be offering 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 offer you a graph that reveals 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 customer complete satisfaction and you can see the portion of negative actions or favorable responses even neutral reactions and the total responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 sort of tickets you want to view if you want 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 requirements and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a general sort of details tab which allows you to see your email marketing your legal requirements
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your service related statements so if there is something that is sort of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Campuslogic 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 seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can view the development or the details of a certain employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have actually made what turning points that you have reached and how much performance each representative has you can see 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 include tags you can put it in a specific category 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 inquiry it is so what type of concern it is you can also assign a particular agent to this query so you can simply include a note basically reply
tto this person and now i’m going to simply tell them i will be resolving 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 immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this consumer you can also erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable kind of response you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually general getting going with us orders and refunds information gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will shipment take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is different however i’m just choosing 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 replying to a customer on the bottom left you can see suggested options and canned forms so you’re going to click recommended services and you can see different articles that are a pre-written answer to a client question and you can just place that pre-written info into your action and send it without needing to
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retype the exact same type of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another excellent feature that freshdesk actually supplies is creating groups so if you click groups in the admin section you can produce various groups for different purposes so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could specify their role and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group section you can also appoint different tickets to different groups and as soon as 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 might have raised a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll capture you guys in the next video Campuslogic Freshdesk