Dove Channel Freshdesk – effortless omnichannel service

So we are talking about…Dove Channel Freshdesk…you can utilize freshdesk for customer support so let’s get started to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you register you’re gon na get going which will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever kind of language you want 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 alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone 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 dashboard shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and below that you have your consumer satisfaction and you can see the portion of negative reactions or positive actions even neutral actions and the overall reactions that you have received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a good little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate ones will be on the leading 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 type of tickets you want 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 see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your services tab so your option tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume patterns so you can Dove Channel Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost 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 agent efficiency support operation and your basic account settings over here you can see the progress 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 milestones that you have reached and how much efficiency each agent has you can view that from over here returning into tickets i’m going to show you how you can deal with 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 alter its status you can set its top priority and you can also set what sort of query it is so what kind of concern it is you can likewise designate a specific agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 reply to the customer 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 responded to this client 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 business that’s running this ticketing service and you have a similar sort of reaction you require to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting started with us refunds and orders info gifts and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will delivery take that’s a question that is often asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is various but i’m just choosing 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 replying to a consumer on the bottom left you can see recommended services and canned types so you’re going to click suggested options and you can see various articles that are a pre-written answer to a client question and you can simply place that pre-written info into your response and send it without needing to

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retype the very same sort of responses again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another fantastic feature that freshdesk actually provides is developing groups so if you click groups in the admin section you can develop various groups for different functions so if a ticket and an issue is connected to billing you can designate a group member so over here i’ve appointed myself in this group and that individual could specify their function and make them the leader of this kind of billing ticket besides that you can likewise appoint different in the group area you can likewise appoint 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 client escalations where clients may have raised a specific situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and practical and i’ll capture you men in the next video Dove Channel Freshdesk