So we are talking about…Crunchbase Freshdesk…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na begin and that will load 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 customize your assistance desk you can validate your e-mail and listed below that you can see you can include your language whatever type of language you want 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 likewise gon na make that pink i guess or i must 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 by means of phone email social media chat or types and listed below that you can include your consumer support e-mail so if someone is going to be calling 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 someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals our
unresolved 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 shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice trend and below that you have your consumer complete satisfaction and you can see the percentage of positive actions or negative reactions even neutral responses and the overall actions that you have received on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a great little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say 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 right side you can see over here you can filter out what sort of tickets you want to see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have contacted individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a basic sort of details tab which permits you to view your email marketing your legal requirements
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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your services tab and below the services tab you have your reports and analytics reports are the basic general overview 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 thorough ticket analysis and you can likewise view your ticket volume trends so you can Crunchbase Freshdesk
see on the right side you have your today’s ticket inside so how many tickets you may have sold or two 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 basic administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the progress or the details of a specific employee or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what type of development you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can see that from over here returning into tickets i’m going to reveal 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 add tags you can put it in a particular 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 query it is so what type of question it is you can likewise designate a specific representative to this query so you can simply add a note essentially respond
tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to respond to the client so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send that and now i have responded to this consumer you can likewise erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of response you require to offer 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 categories you have general starting with us orders and refunds info gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample just select this ticket clearly the question is various however i’m simply picking this as a sample and now i’m just 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 kinds so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a consumer concern and you can just insert that pre-written information into your action and send it without having to
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retype the very same type of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to emails so another terrific feature that freshdesk truly provides is producing groups so if you click on groups in the admin area you can create various groups for different functions so if a concern and a ticket is connected to billing you can assign 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 type of billing ticket other than that you can likewise assign different in the group area you can also assign various tickets to various 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 consumers might have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and handy and i’ll catch you people in the next video Crunchbase Freshdesk