Explore Legacy Freshdesk – effortless omnichannel service

So we are talking about…Explore Legacy Freshdesk…you can use freshdesk for customer care so let’s get going to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na start and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can confirm your email and below that you can see you can include your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be called via phone e-mail social media chat or forms 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 email over here and next up you can invite someone to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive 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 listed below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of unfavorable reactions or favorable reactions even neutral actions and the total responses that you have actually gotten on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a nice 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 simply state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 see if you wish to see the tickets that are appointed 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 manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a basic sort 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 miscellaneous you will discover it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Explore Legacy Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or reduce 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 performance support operation and your general account settings over here you can view the development or the details of a certain staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have made what turning points that you have actually reached and just how much efficiency each agent has you can see that from over here going back 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 specific category what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise assign a particular agent to this query so you can simply add a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 add this note now i’m going to reply to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually replied to this consumer you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of reaction you require to give 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 categories you have basic getting going with us orders and refunds information gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply select this ticket obviously the concern is different but i’m just selecting this as a sample and now i’m simply going to select 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 suggested options and canned kinds so you’re going to click on suggested services and you can see various short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your action and send it without needing to

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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to emails so another great feature that freshdesk truly supplies is producing groups so if you click groups in the admin area you can develop various groups for various functions so if a ticket and a concern is associated with billing you can designate a group member so over here i’ve assigned myself in this group which person might specify their function and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group area you can likewise assign different tickets to various 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 customer escalations where customers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you people in the next video Explore Legacy Freshdesk