Christina Kloster Freshdesk – effortless omnichannel service

So we are talking about…Christina Kloster Freshdesk…you can utilize freshdesk for customer support so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as soon as you sign up you’re gon na start which will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your site 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 likewise 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 pick your support channel so how you can be contacted through phone e-mail social networks chat or types and listed below that you can add your client assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your team 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

 

unresolved 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 trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your client fulfillment and you can see the portion of negative reactions or favorable responses even neutral reactions and the total reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a good little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see high and immediate ones will be on the top nevertheless 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 wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and business so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your option tab is a general sort of details 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 kind of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general introduction 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 Christina Kloster Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the information of a particular employee or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have actually made what milestones that you have reached and just how much performance each agent has you can view that from over here returning 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 add tags you can put it in a specific classification what sort of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what type of concern it is you can also designate a particular representative to this inquiry so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue 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 customer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually responded to this customer you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable sort of response you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general getting started with us orders and refunds details presents 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 available and let’s see how long will delivery take that’s a question that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is various however i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended options and canned forms so you’re going to click on recommended solutions and you can see various posts that are a pre-written answer to a consumer question and you can simply insert that pre-written details into your action and send it without having to

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retype the very same kind of responses again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another terrific feature that freshdesk really supplies is producing groups so if you click groups in the admin area you can produce various groups for various purposes so if a ticket and a problem is associated with billing you can assign a group member so over here i’ve assigned myself in this group which individual could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise designate different in the group area you can also assign 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 consumers may have elevated 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 valuable and i’ll capture you guys in the next video Christina Kloster Freshdesk