So we are talking about…Freshdesk Email To Ticket…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na begin 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 establish your account so over here and customize your help desk you can confirm your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called by means of phone email social networks chat or types and below that you can include your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals 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 offer you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice trend and listed below that you have your customer complete satisfaction and you can see the portion of favorable reactions or unfavorable actions even neutral reactions and the overall responses that you have received on the right side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na add 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 move on to tickets you can sort your tickets over here so let’s simply state let’s arrange them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you want to view if you want 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 successive listed below that you have your basic contact and business 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 phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic sort of info tab which allows you to see your email marketing your legal requirements
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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the basic general introduction 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 thorough ticket analysis and you can also view your ticket volume trends so you can Freshdesk Email To Ticket
see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent efficiency assistance operation and your general account settings over here you can view the progress or the information of a particular staff member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what kind of question it is you can likewise assign a specific representative to this query so you can simply add a note basically 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 customer so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this consumer you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable sort of action you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have general getting started with us refunds and orders info gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will shipment take that’s a question that is often asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is various but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested services and canned forms so you’re going to click recommended options and you can see various articles that are a pre-written answer to a client question and you can simply insert that pre-written details into your reaction and send it without needing to
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retype the exact same kind of answers again and again so this is a really simple formula for your agents to follow so they can quickly react to e-mails so another excellent feature that freshdesk actually provides is developing groups so if you click on groups in the admin area you can produce various groups for various purposes so if a concern and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group which individual could specify their function and make them the leader of this sort of billing ticket other than that you can also appoint different in the group section you can likewise assign various tickets to various groups and when 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 may have raised a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you guys in the next video Freshdesk Email To Ticket