So we are talking about…Cmic Freshdesk…you can use freshdesk for client service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get started 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 set up your account so over here and individualize your help desk you can confirm your e-mail and below that you can see you can include your language whatever type of language you want on your website change 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 change your menu color so i’m also 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 assistance channel so how you can be called via phone email social media chat or forms and listed below that you can include 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 welcome somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows our
unsolved 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 graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good trend and below that you have your customer complete satisfaction and you can see the percentage of favorable actions or unfavorable responses even neutral actions and the total reactions that you have actually received on the right 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 offer you a good little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 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 as per your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your service tab is a general kind of info tab which allows you to see your e-mail marketing your legal requirements
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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume pattern 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 Cmic Freshdesk
see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent performance assistance operation and your general account settings over here you can view the development or the information of a particular employee or a group member and listed 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 milestones that you have actually reached and how much performance each representative has you can view 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 concern and you can likewise set what sort of question it is so what type of question it is you can likewise assign a particular agent to this question so you can simply add a note generally reply
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 add this note now i’m going to reply to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually 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 business that’s running this ticketing service and you have a comparable type of response you require to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general getting going with us refunds and orders information presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered 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 go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is various but 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 respond to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned types so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a customer question and you can just place that pre-written information into your reaction and send it without having to
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retype the exact same sort of responses again and again so this is a really simple formula for your representatives to follow so they can quickly respond to e-mails so another great function that freshdesk really provides is producing groups so if you click groups in the admin section you can produce various groups for various purposes so if a ticket and a problem is related to billing you can designate a group member so over here i have actually assigned myself in this group and that individual might specify their role and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group section you can likewise designate different tickets to different groups and when 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 consumers might have raised a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you guys in the next video Cmic Freshdesk