So we are talking about…Freshdesk Call…you can utilize freshdesk for customer service 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 totally free as soon as you sign up you’re gon na begin 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 email and 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 go with 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 update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and below that you can add your customer 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 someone 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 dashboard 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 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 trend and listed below that you have your client complete satisfaction and you can see the percentage of unfavorable actions or favorable actions even neutral reactions and the total actions that you have gotten on the right side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide you a nice little suggestion on your basic dashboard 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 say let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 type of tickets you want to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your options tab so your solution tab is a basic kind of info tab which enables you to view your email marketing your legal requirements
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your service associated announcements so if there is something that is kind of various you will find it in your services tab and listed below the options tab you have your reports and analytics reports are the basic general summary of how many tickets you may have sold what is the ticket volume trend 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 Freshdesk Call
see on the best side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can view the development or the information of a certain team 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 development you have made what milestones that you have actually reached and how much efficiency each agent has you can view 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 include tags you can put it in a specific classification what type of ticket this is you can change 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 also appoint a specific representative to this query so you can just include 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 include this note now i’m going to respond to the consumer so it’s immediately going to key 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 out that and now i have replied to this client you can also erase your responses 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 an organization that’s running this ticketing service and you have a similar type of reaction you require to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us orders and refunds info presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various but i’m just choosing this as a sample and now i’m simply 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 options and canned kinds so you’re going to click recommended options and you can see different articles that are a pre-written answer to a consumer question and you can simply place 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 react to emails so another fantastic function that freshdesk really provides is developing groups so if you click groups in the admin area you can create various groups for different purposes so if a concern and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group and that person might specify their function and make them the leader of this type of billing ticket aside from that you can also assign various in the group section you can likewise appoint different 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 consumers might have elevated a certain scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you men in the next video Freshdesk Call