So we are talking about…Cosco Shipping Freshdesk…you can utilize freshdesk for customer support so let’s get going first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na begin and that will pack 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 validate your e-mail and listed below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for 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 ought to make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be contacted via phone email social media chat or types and below that you can include your consumer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group 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 control panel our dashboard reveals 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 patterns so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and below that you have your customer satisfaction and you can see the percentage of negative reactions or favorable responses even neutral reactions and the total responses that you have actually received on the right side you’re gon na have your order of business 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 great little suggestion 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 arrange 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 ideal side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can view those whichever way that you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your service tab is a basic sort of details tab which allows you to see your email marketing your legal requirements
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your service related announcements so if there is something that is kind of various you will find it in your solutions tab and listed below the services tab you have your reports and analytics reports are the standard general summary 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 also see your ticket volume trends so you can Cosco Shipping Freshdesk
see on the right side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the development or the information of a specific team member or a group member and below that you can see your various channels of interaction you can also view your workflow and what kind of progress you have made what turning points that you have reached and how much performance each representative has you can see that from over here going back 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 change its status you can set its concern and you can likewise set what type of inquiry it is so what kind of concern it is you can also assign a specific representative to this question so you can just include a note basically reply
tto this person and now i’m going to just tell them i will be solving your ticket your issue 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 customer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this customer you can likewise erase your actions within 10 seconds so if you slip up 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 type of action you require to give to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general getting going with us refunds and orders details presents and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket certainly the concern is different however i’m just choosing this as a sample and now i’m simply going to select 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 services 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 client question and you can just insert that pre-written details into your response and send it without having to
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retype the same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk really offers is producing groups so if you click groups in the admin section you can develop different groups for various purposes so if an issue and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group which person could specify their function and make them the leader of this type of billing ticket aside from that you can also assign various in the group area you can also designate various 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 consumer escalations where clients may have elevated a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you men in the next video Cosco Shipping Freshdesk