Folio Freshdesk – effortless omnichannel service

So we are talking about…Folio Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you register you’re gon na begin and that 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 personalize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m also 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 assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and below that you can include 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 welcome someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 offer 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 great trend and listed below that you have your client fulfillment and you can see the portion of unfavorable actions or favorable reactions even neutral responses and the total actions that you have actually gotten on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na give you a nice little tip 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 just say let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 kind of tickets you want to see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up below that you have your basic contact and companies so you can see those whichever way that 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 details that you have about them below that you have your services tab so your solution tab is a general sort of details tab which enables you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of various you will discover it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the basic 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 view your ticket volume patterns so you can Folio Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the details of a specific staff member or a group member and below that you can see your different channels of communication you can also see your workflow and what kind of progress you have made what milestones that you have reached and how much efficiency each representative has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 kind of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what type of question it is you can likewise appoint a particular agent to this question so you can just include a note essentially respond

 

tto this person and now i’m going to simply 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 update the status i’m going to include this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually responded to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar sort of action you require to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders details gifts and vouchers and truths 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 for how long will delivery take that’s a question that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the question is different however i’m just picking 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 consumer on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your reaction and send it without needing to

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retype the exact same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to emails so another great feature that freshdesk really provides is developing groups so if you click groups in the admin area you can produce different groups for different purposes so if an issue and a ticket is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this type of billing ticket besides that you can likewise assign various in the group area you can also designate various 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 customer escalations where clients may have raised a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you men in the next video Folio Freshdesk