Freshdesk Chat Skills Based Routing – effortless omnichannel service

So we are talking about…Freshdesk Chat Skills Based Routing…you can use freshdesk for client service so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na begin which will pack your basic dashboard 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 customize your help desk you can confirm your e-mail and below that you can see you can add your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na choose 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 must make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone email social media chat or types and below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team 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 shows our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a nice trend and listed below that you have your client complete satisfaction and you can see the percentage of positive actions or negative reactions even neutral responses and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little pointer on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate 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 wish to see if you wish to see the tickets that are designated to a particular 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 listed below that you have your basic contact and business so you can see those whichever way that you have called people you can see their email addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a general sort of info tab which permits you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will discover it in your options tab and below the options tab you have your reports and analytics reports are the basic 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 a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Chat Skills Based Routing

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your basic account settings over here you can view the development or the information of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have made what turning points that you have actually reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to reveal 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 particular classification what type of ticket this is you can alter its status you can set its priority and you can likewise set what type of question it is so what type of concern it is you can also appoint a particular agent 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 fixing your ticket your concern 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 client so it’s immediately going to type in hi matt rogers that’s the consumer 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 responded to this client you can also erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable kind of reaction you need to offer 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 general beginning with us refunds and orders info presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft 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 just release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is different but i’m just selecting 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 replying to a client on the bottom left you can see recommended solutions and canned forms so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a consumer question and you can just place that pre-written information into your response and send it without needing to

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retype the very same kind of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can create various groups for various purposes so if a problem 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 type of billing ticket other than that you can likewise appoint different in the group area you can also assign various tickets to various groups and once 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 client escalations where clients may have raised a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and valuable and i’ll capture you men in the next video Freshdesk Chat Skills Based Routing