Freshdesk Explore Custom Metrics – effortless omnichannel service

So we are talking about…Freshdesk Explore Custom Metrics…you can use freshdesk for client service so let’s start first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na get going 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 individualize your help desk you can validate your email and listed below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be called via phone e-mail social media chat or forms and below that you can include your consumer support e-mail so if someone is going to be contacting 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 successive over here we have our dashboard our control panel 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 provide you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice trend and below that you have your consumer satisfaction and you can see the portion of unfavorable reactions or favorable actions even neutral reactions and the overall actions that you have actually received 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 give 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 urgent 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 want to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your option tab is a basic sort of info tab which enables 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 various you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the fundamental general overview of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Freshdesk Explore Custom Metrics

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can view the progress or the details of a specific staff member or a group member and listed below that you can see your different channels of communication you can also view your workflow and what sort of development you have made what turning points that you have reached and just how much productivity 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 add tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its concern and you can likewise set what sort of query it is so what type of concern it is you can likewise assign a specific representative to this inquiry so you can simply include a note generally reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern 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 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 product i’m just going to send out that and now i have actually responded to this customer you can also erase your reactions within 10 seconds so if you slip up 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 sort of action you need to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic getting started with us orders and refunds information presents and vouchers 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 the length of time will delivery take that’s a question that is typically asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is different but i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested options and canned types so you’re going to click on recommended options and you can see various articles that are a pre-written answer to a client question and you can just place that pre-written info into your response and send it without needing to

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retype the very same kind of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily react to e-mails so another fantastic function that freshdesk really provides is developing groups so if you click groups in the admin area you can create various groups for different functions so if a concern and a ticket is connected to billing you can designate a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise assign various in the group section you can also designate different tickets to different 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 customer escalations where customers might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll capture you guys in the next video Freshdesk Explore Custom Metrics