Can Freshdesk Track Open Tickets And Ticket History – effortless omnichannel service

So we are talking about…Can Freshdesk Track Open Tickets And Ticket History…you can use freshdesk for customer support so let’s begin first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na begin and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can verify your email and below that you can see you can add your language whatever kind of language you desire on your site change the color of your logo 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 and so you can update those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone email social networks chat or kinds and listed below that you can add your consumer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer satisfaction and you can see the portion of favorable actions or negative responses even neutral actions 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 order of business you’re gon na add it over here and it’s gon na provide you a good little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say 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 right side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can view those whichever way that you have actually contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your option tab is a basic type of info tab which allows 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 sort of miscellaneous you will discover it in your services tab and below the options tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume trends so you can Can Freshdesk Track Open Tickets And Ticket History

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so 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 group channels workflow agent productivity assistance operation and your basic account settings over here you can see the progress or the information of a specific staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have made what milestones that you have actually reached and how much performance each agent has you can view that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its top priority and you can also set what kind of question it is so what type of question it is you can likewise designate a particular agent to this query so you can simply include 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 upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send that and now i have replied to this client you can likewise erase your responses 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 a service that’s running this ticketing service and you have a comparable kind of reaction you need to provide to each of your clients 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 starting with us refunds and orders information gifts and discount coupons and truths 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 return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is different however i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested services and canned forms so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a customer concern and you can simply insert that pre-written details into your reaction and send it without having to

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retype the same kind of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another terrific function that freshdesk truly offers is creating groups so if you click on groups in the admin section you can produce various groups for various purposes so if a problem and a ticket is associated with billing you can designate a group member so over here i have actually designated myself in this group which individual might define their function and make them the leader of this kind of billing ticket aside from that you can also appoint various in the group section you can also designate different tickets to different groups and when 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 might have raised a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Can Freshdesk Track Open Tickets And Ticket History