Freshdesk Ccpa – effortless omnichannel service

So we are talking about…Freshdesk Ccpa…you can use freshdesk for customer care so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na get going and that will load your basic dashboard 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 personalize your help desk you can validate your email and below that you can see you can include your language whatever type of language you desire on your site change 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 alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na choose your support 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 assistance e-mail so if somebody is going to be contacting 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 someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals 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 provide you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your customer complete satisfaction and you can see the portion of negative reactions or positive reactions even neutral reactions and the overall responses that you have gotten on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little reminder 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 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 ideal side you can see over here you can filter out what type of tickets you want to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever way that you have called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of information tab which enables 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 kind of various you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Ccpa

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or decrease 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 representative performance support operation and your general account settings over here you can see the development or the details of a specific team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of development you have made what turning points that you have actually reached and how much productivity each agent 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 include tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what kind of query it is so what kind of concern it is you can likewise designate a specific representative to this query so you can simply include a note generally respond

 

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 include this note now i’m going to respond to the consumer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually responded to this client you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to offer to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders details gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is typically asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is various but i’m just selecting 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 solutions and canned kinds so you’re going to click on suggested services and you can see different short articles that are a pre-written answer to a client concern and you can just insert that pre-written information into your action and send it without having to

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retype the exact same kind of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another excellent function that freshdesk actually provides is producing groups so if you click groups in the admin area you can develop different groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group area you can also appoint 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 consumer escalations where consumers may have elevated a specific circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you guys in the next video Freshdesk Ccpa