Daily Harvest Freshdesk – effortless omnichannel service

So we are talking about…Daily Harvest Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na get started which will load your basic control panel so when you’re beginning 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 verify your email and listed below that you can see you can add your language whatever kind of language you desire on your site 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 likewise change 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 pick your support channel so how you can be contacted through phone e-mail social networks chat or types and below that you can add your customer support email so if someone is going to be calling 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 somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unsettled 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and listed below that you have your customer satisfaction and you can see the percentage of favorable reactions or unfavorable reactions even neutral reactions and the overall responses that you have actually gotten 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 add it over here and it’s gon na give you a great little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange 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 nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what sort of tickets you want to view if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their email 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 solutions tab so your service tab is a basic type of details tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might have sold 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 Daily Harvest 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 increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance assistance operation and your general account settings over here you can see the development or the information of a certain staff member or a group member and below that you can see your different channels of interaction you can also view your workflow and what sort of development you have made what milestones that you have reached and how much performance each representative has you can see that from over here returning into tickets i’m going to show 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 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 top priority and you can likewise set what type of inquiry it is so what kind of concern it is you can also assign a specific agent to this question so you can just include 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 add 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 problem with your product i’m simply going to send out that and now i have responded to this customer you can also delete your reactions 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 company 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 enter into the services tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders info gifts and coupons and facts 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 shipment take that’s a question that is frequently asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is different however 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 reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended options and canned types so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a customer 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 type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another great feature that freshdesk truly provides is developing groups so if you click groups in the admin area you can produce various groups for different functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which person could define their function and make them the leader of this sort of billing ticket other than that you can also appoint different in the group section you can also designate different tickets to various groups and when you have actually 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 client escalations where clients may have raised a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you people in the next video Daily Harvest Freshdesk