Freshdesk Chat Assignment – effortless omnichannel service

So we are talking about…Freshdesk Chat Assignment…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 information and sign up for totally free as soon as you sign up you’re gon na start and that will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can verify your email and listed below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na opt for 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 need to 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 email social networks chat or forms and listed below that you can include your consumer assistance e-mail so if someone is going to be contacting 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 offering 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 overdue 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 shows 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 consumer fulfillment and you can see the portion of favorable actions or negative actions even neutral reactions and the overall actions that you have received on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a great little tip on your basic dashboard and now on the left side we’re gon na proceed 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 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 kind of tickets you want to view 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 as per your needs and successive below that you have your basic contact and companies so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your service tab is a basic type of info tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Chat Assignment

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold 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 general administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the information of a certain staff member or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of progress you have made what milestones that you have actually reached and how much productivity 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 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 top priority and you can likewise set what type of question it is so what kind of question it is you can also assign a specific representative to this inquiry so you can just include a note generally reply

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to enter hi matt rogers that’s the consumer 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 responded to this client you can also delete your responses within 10 seconds so if you slip up you can erase them within a few 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 need to give 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 classifications you have actually basic starting with us refunds and orders details gifts and coupons and realities 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 for how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is different but i’m simply picking this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your action and send it without having to

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retype the very same type of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to emails so another terrific function that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can produce different groups for various functions so if a concern and a ticket is related to billing you can assign a group member so over here i’ve designated myself in this group and that person might specify their function and make them the leader of this sort of billing ticket besides that you can also designate various in the group area you can also appoint various 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 customer escalations where customers may have elevated a certain scenario 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 practical and i’ll catch you men in the next video Freshdesk Chat Assignment