Freshdesk Contact Center – effortless omnichannel service

So we are talking about…Freshdesk Contact Center…you can utilize freshdesk for client service so let’s get going to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you register you’re gon na get started and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you want on your site change 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 change your menu color so i’m also 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 choose your assistance channel so how you can be contacted through phone email social media chat or forms and listed below that you can add your client support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer complete satisfaction and you can see the percentage of negative actions or positive reactions even neutral actions and the overall responses that you have gotten on the best 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 nice little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your service tab is a general kind of information tab which enables you to see 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 services tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Contact Center

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 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the information of a certain employee or a group member and listed below that you can see your various channels of communication you can also view your workflow and what sort of progress you have made what turning points that you have reached and just how much efficiency each agent has you can see that from over here going back into tickets i’m going to show 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 particular classification what type of ticket this is you can change its status you can set its priority and you can likewise set what type of inquiry it is so what type of question it is you can also designate a particular agent to this query so you can simply include a note essentially respond

 

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 upgrade 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 problem with your product i’m just going to send out that and now i have actually replied to this client you can also delete your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you need to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have general getting going with us orders and refunds info presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the question is various however i’m just selecting this as a sample and now i’m simply 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 consumer on the bottom left you can see suggested solutions and canned kinds so you’re going to click recommended solutions 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 response and send it without needing to

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retype the same kind of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another great feature that freshdesk truly offers is producing groups so if you click on groups in the admin section you can create various groups for different functions so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve designated myself in this group and that individual could specify their function and make them the leader of this kind of billing ticket aside from that you can also appoint various in the group section you can also assign various tickets to different groups and as soon as 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 scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you people in the next video Freshdesk Contact Center