First Response Freshdesk – effortless omnichannel service

So we are talking about…First Response Freshdesk…you can use freshdesk for customer support so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register 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 help desk you can confirm your e-mail and below that you can see you can include your language whatever kind of language you want on your website 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 change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore 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 networks chat or types and listed below that you can add your consumer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and below that you have your consumer fulfillment and you can see the percentage of positive responses or unfavorable actions even neutral responses and the total reactions that you have received on the right 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 nice 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 simply state 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 right side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up 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 company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your service tab is a general sort of information tab which enables you to view your e-mail marketing your legal requirements

Get First Response Freshdesk support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume trends so you can First Response Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease 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 team channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the information of a certain staff member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what type of development you have made what milestones that you have actually reached and just how much productivity each representative has you can view that from over here going back 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 classification what type of ticket this is you can alter its status you can set its priority and you can also set what type of inquiry it is so what kind of concern it is you can likewise assign a specific representative to this question so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving 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 client so it’s immediately going to enter 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 slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of action you need to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually general getting going with us orders and refunds information gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a concern that is typically asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is different however i’m just picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned types so you’re going to click recommended services and you can see different posts 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 needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same sort of responses again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another fantastic feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can produce different groups for various functions so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve appointed myself in this group which person could specify their function and make them the leader of this type of billing ticket besides that you can also designate various in the group section you can also designate 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 customers might have raised a specific circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you people in the next video First Response Freshdesk

 

 

First Response Freshdesk – effortless omnichannel service

So we are talking about…First Response Freshdesk…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na get started and that will load 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 personalize your help desk you can confirm your email and below that you can see you can add your language whatever kind 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 likewise alter your menu color so i’m likewise 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 pick your assistance channel so how you can be called through phone email social media chat or types and below that you can add your client support e-mail so if somebody is going to be contacting 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 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 control panel reveals 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 offer you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a nice trend and listed below that you have your client complete satisfaction and you can see the portion of favorable actions or negative responses even neutral reactions and the overall responses that you have received 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 add it over here and it’s gon na give you a good little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 type of tickets you want 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 based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your service tab is a basic sort of information tab which allows you to view your email marketing your legal requirements

Get First Response Freshdesk support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is type of miscellaneous you will find it in your options tab and below the options tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can First Response Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce 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 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 below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what turning points that you have actually reached and just how much productivity each agent 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 specific category what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of inquiry it is so what kind of question it is you can also designate a particular representative to this query so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 respond to the consumer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually responded to this client you can likewise delete your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of response you require to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting going with us orders and refunds info gifts and discount coupons and realities 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 for how long will delivery take that’s a concern that is often asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is different however i’m simply picking this as a sample and now i’m just 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 customer on the bottom left you can see recommended services and canned types so you’re going to click recommended services and you can see different short articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written information into your action and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the very same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to emails so another terrific function that freshdesk actually provides is producing groups so if you click on groups in the admin area you can produce different 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 designated myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket besides that you can also assign different in the group area you can likewise designate different tickets to various groups and once 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 consumers might have raised a certain scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you guys in the next video First Response Freshdesk