So we are talking about…Creating Dynamic Forms Freshdesk…you can utilize freshdesk for customer care so let’s get started 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 register you’re gon na get started which will pack your basic dashboard 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 personalize your help desk you can validate your email and below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone email social media chat or types and listed below that you can include your consumer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our control panel shows our
unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that reveals you the patterns so if the tickets are selling out better or 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 positive responses or negative actions even neutral reactions and the total actions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a good little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate and high 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 view if you want to see the tickets that are assigned 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 actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number 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 basic type of information tab which enables you to see your e-mail marketing your legal requirements
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your service related statements so if there is something that is sort of various you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Creating Dynamic Forms Freshdesk
see on the best side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can see the progress or the information of a certain staff 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 development you have made what turning points that you have actually reached and how much efficiency each representative has you can see that from over here going back 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 category what kind 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 question it is you can also designate a specific agent to this question so you can just add a note generally reply
tto this person and now i’m going to simply tell them i will be fixing 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 include this note now i’m going to reply to the consumer so it’s instantly 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 simply going to send that and now i have responded to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar sort of action you require to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general starting with us orders and refunds information presents and coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will shipment take that’s a question that is typically asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the question is different but i’m simply selecting 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 consumer on the bottom left you can see recommended services and canned types so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written info into your response and send it without needing to
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retype the exact same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another great function that freshdesk really offers is developing groups so if you click on groups in the admin area you can develop various groups for various purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i’ve appointed myself in this group which individual could specify their role and make them the leader of this kind of billing ticket other than that you can likewise designate various in the group section you can also designate various 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 customers 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 people discovered this easy to understand and practical and i’ll capture you guys in the next video Creating Dynamic Forms Freshdesk