Freshdesk Cookies – effortless omnichannel service

So we are talking about…Freshdesk Cookies…you can utilize freshdesk for customer support 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 sign up for free as quickly as you sign up you’re gon na begin and that will load your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can confirm your email and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise 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 pick your assistance channel so how you can be called by means of phone e-mail social media chat or forms and below that you can include your customer assistance email so if someone 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 somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard shows 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 give you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great trend and listed below that you have your consumer fulfillment and you can see the portion of favorable reactions or unfavorable actions even neutral actions and the overall reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a nice little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see high and immediate ones will be on the top however 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 want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a general kind of details 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 discover it in your solutions tab and below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Cookies

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the progress or the details of a particular team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of progress you have actually made what turning points that you have reached and just how much performance each agent has you can view that from over here returning 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 specific category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of concern it is you can also assign a specific representative to this question so you can simply add a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 type 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 that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of response you need to give 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 actually basic getting going with us orders and refunds information gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see how long will delivery take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket clearly the question is different but i’m just choosing this as a sample and now i’m simply 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 customer on the bottom left you can see suggested options and canned forms so you’re going to click on recommended options and you can see various posts that are a pre-written answer to a client concern and you can simply insert that pre-written details into your response and send it without having to

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retype the very same kind of responses again and again so this is an extremely easy formula for your agents to follow so they can easily respond to e-mails so another great function that freshdesk truly provides is producing groups so if you click groups in the admin section you can develop various groups for different functions so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that person might define their role 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 different tickets to various groups and once 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 raised a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you people in the next video Freshdesk Cookies