Freshdesk Csoki – effortless omnichannel service

So we are talking about…Freshdesk Csoki…you can use freshdesk for customer service so let’s get started first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na begin and that 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 individualize your help desk you can verify your email and below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be gotten in touch with through phone email social networks chat or kinds and listed below that you can include your customer support 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 group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard shows our

 

unresolved 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 chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your client satisfaction and you can see the portion of positive actions or unfavorable reactions even neutral actions and the total actions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give you a great little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say 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 designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your solution tab is a basic type of information tab which permits you to see your email marketing your legal requirements

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your service associated announcements 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 analytics and reports reports are the basic general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can Freshdesk Csoki

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 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can see the progress or the information of a certain team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what type of progress you have made what turning points that you have reached and how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal 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 category what type of ticket this is you can change its status you can set its top priority and you can also set what type of query it is so what type of concern it is you can likewise assign a specific agent to this inquiry so you can simply add 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 update the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m simply going to send that and now i have replied to this customer you can also delete your responses 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 an organization that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting started with us orders and refunds info presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a concern that is frequently asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket obviously the concern is different but i’m simply picking 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 replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a consumer question and you can simply insert that pre-written info into your action and send it without needing to

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retype the same type of answers again and again so this is a really simple formula for your representatives to follow so they can quickly react to emails so another terrific function that freshdesk truly supplies is developing groups so if you click on groups in the admin section you can create different groups for various purposes so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that individual could specify their role and make them the leader of this type of billing ticket besides that you can also appoint different in the group area you can likewise assign various tickets to different groups and as soon as 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 client escalations where consumers might have elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you guys in the next video Freshdesk Csoki