Freshdesk Blog – effortless omnichannel service

So we are talking about…Freshdesk Blog…you can use freshdesk for customer care so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you sign up you’re gon na start which will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website 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 alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted by means of phone e-mail social networks chat or kinds and below that you can include your client support email so if someone is going to be calling you you can set that email 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 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 provide you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice trend and below that you have your client fulfillment and you can see the percentage of positive reactions or unfavorable reactions even neutral reactions and the total reactions that you have actually 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 offer you a great 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 state let’s sort them by their status and now you can see high and urgent ones will be on the top however 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 kind of tickets you want to see if you wish to see the tickets that are appointed 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 manner in which you have contacted individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your option tab is a basic kind of details tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will find it in your services tab and below the options tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Blog

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered approximately 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 group channels workflow agent productivity support operation and your basic account settings over here you can see the development or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what kind of development you have actually made what turning points that you have reached and just how much productivity each representative has you can see that from over here going back into tickets i’m going to show you how you can fix 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 particular classification what kind of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what type of question it is you can likewise designate a specific agent to this query so you can simply add a note generally reply

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s instantly 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 just going to send that and now i have actually responded to this customer 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 type of action you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders details presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will delivery take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket certainly the concern is different but i’m just picking 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 customer on the bottom left you can see suggested services and canned kinds so you’re going to click on suggested options and you can see different posts that are a pre-written answer to a consumer concern and you can just place that pre-written information into your reaction and send it without needing to

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retype the same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily react to emails so another terrific feature that freshdesk actually supplies is producing groups so if you click on groups in the admin section you can develop various groups for different functions so if a concern and a ticket is related to billing you can appoint a group member so over here i have actually assigned myself in this group which person could define their function and make them the leader of this kind of billing ticket other than that you can also appoint various in the group section you can also designate 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 customers may have elevated a particular scenario 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 practical and i’ll catch you men in the next video Freshdesk Blog