Freshdesk Diversity – effortless omnichannel service

So we are talking about…Freshdesk Diversity…you can utilize freshdesk for customer service so let’s start to begin with 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 totally free as quickly as you register you’re gon na get started 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 establish your account so over here and individualize your help desk you can validate your e-mail and below that you can see you can add your language whatever type of language you desire on your site change the color of your logo design 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 therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone email social media chat or kinds and below that you can include your consumer support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody 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 successive over here we have our dashboard our dashboard reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your consumer satisfaction and you can see the percentage of favorable actions or unfavorable reactions even neutral reactions and the total responses that you have 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 add it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can sort 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 top nevertheless 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 sort of tickets you wish to view if you wish to see the tickets that are assigned to a specific person 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 below that you have your basic contact and companies so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a basic sort of details tab which permits you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type 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 basic general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Diversity

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the information of a particular 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 type of development you have actually made what turning points that you have reached and how much performance each representative has you can view 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 change its status you can set its concern and you can also set what kind of question it is so what type of concern it is you can also appoint a specific agent to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to just 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 include 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 just going to send out that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of action you need to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have general beginning with us orders and refunds info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will delivery take that’s a concern that is frequently asked you can just release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is different however i’m simply choosing 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 responding to a client on the bottom left you can see recommended solutions and canned forms so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer question and you can just place that pre-written info into your action and send it without needing to

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retype the same sort of responses again and again so this is a very simple formula for your agents to follow so they can easily react to emails so another excellent feature that freshdesk actually offers is creating groups so if you click groups in the admin section you can develop various groups for various purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i have actually designated myself in this group which person might specify their function and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group section you can likewise designate various tickets to different 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 client escalations where consumers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and helpful and i’ll capture you people in the next video Freshdesk Diversity