Freshdesk And Mimecast – effortless omnichannel service

So we are talking about…Freshdesk And Mimecast…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you register you’re gon na start which will load your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid 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 alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade 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 kinds and listed below that you can include your client assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your group 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 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 below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good pattern and below that you have your consumer satisfaction and you can see the portion of negative actions or positive responses even neutral responses and the overall actions that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a great little suggestion on your basic dashboard 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 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 kind of tickets you wish to see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals 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 kind of details tab which enables you to see your e-mail marketing your legal requirements

Get Freshdesk And Mimecast support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Freshdesk And Mimecast

see on the right side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what kind of development you have made what milestones that you have reached and how much productivity each agent has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its concern and you can also set what sort of query it is so what kind of question it is you can likewise designate a particular representative to this question so you can simply add a note generally 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 update the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the customer 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 client you can likewise 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 an organization that’s running this ticketing service and you have a similar kind of action you need to provide to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have general getting going with us orders and refunds details gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a question that is often asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just 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 responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a consumer question 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 kind of responses 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 function that freshdesk actually supplies is creating groups so if you click groups in the admin section you can create various groups for various functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually designated myself in this group which individual might specify their role and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group area you can likewise appoint various tickets to different 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 consumer escalations where consumers may have elevated a particular scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Freshdesk And Mimecast

 

 

Freshdesk And Mimecast – effortless omnichannel service

So we are talking about…Freshdesk And Mimecast…you can use freshdesk for customer care so let’s get started to begin with 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 totally free as soon as you sign up 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 set up your account so over here and personalize your aid 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 website 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 change 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 select your assistance channel so how you can be called via phone email social networks chat or forms and listed below that you can include your consumer support email so if somebody is going to be calling you you can set that email 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 selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give 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 pattern and below that you have your customer satisfaction and you can see the percentage of negative responses or positive actions even neutral responses and the overall responses that you have received on the best side you’re gon na have your to-do list 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 great little tip on your basic dashboard 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 say let’s arrange them by their status and now you can see high and urgent 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 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 needs and next up listed below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of details tab which enables you to view your email marketing your legal requirements

Get Freshdesk And Mimecast support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is kind of various you will discover it in your options tab and below the services tab you have your reports and analytics reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk And Mimecast

see on the right side you have your today’s ticket inside so the number of 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 basic administrative settings your team channels workflow agent efficiency assistance operation and your general account settings over here you can view the development or the details of a particular staff member or a group member and below that you can see your various channels of communication you can also view your workflow and what kind of progress you have actually made what turning points that you have actually reached and how much performance each representative has you can see 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 include tags you can put it in a specific category what type of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can likewise appoint a particular representative to this question so you can just include a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving 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 client so it’s instantly going to enter 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 customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable type of reaction you require to offer 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 general starting 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 how long will shipment take that’s a question that is typically asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket obviously the concern is various however i’m just picking this as a sample and now i’m simply going to pick 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 options and canned forms so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a customer question and you can just place that pre-written details into your reaction and send it without having 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 respond to emails so another excellent function that freshdesk really offers is developing groups so if you click groups in the admin section you can produce various groups for different functions so if a problem and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group and that individual might define their role and make them the leader of this kind of billing ticket besides that you can also assign various in the group area you can likewise designate various tickets to different groups and once 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 consumer escalations where clients may have raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you men in the next video Freshdesk And Mimecast