Freshdesk Features – effortless omnichannel service

So we are talking about…Freshdesk Features…you can use freshdesk for customer service so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get going 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 aid desk you can validate your email and below that you can see you can add your language whatever sort 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 also alter your menu color so i’m likewise 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 choose your assistance channel so how you can be contacted via phone email social networks chat or kinds and below that you can add your client support e-mail so if someone is going to be contacting 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 somebody is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unsolved tickets past due 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 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 nice trend and below that you have your customer complete satisfaction and you can see the percentage of positive responses or unfavorable reactions even neutral responses and the total actions that you have actually 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 good little reminder 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 state let’s sort 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 best side you can see over here you can filter out what sort of tickets you wish to see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view 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 individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic type of info tab which allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your options tab and below the services tab you have your reports and analytics reports are the basic general overview of how many tickets you may have offered 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 patterns so you can Freshdesk Features

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold approximately 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 basic administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can see the development or the details of a specific staff member or a group member and below that you can see your various channels of interaction you can also view your workflow and what sort of development 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 sort of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can also designate a specific representative to this question so you can just add a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your concern 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 reply to the customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have replied to this customer you can likewise 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 similar type of reaction 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 actually general getting going with us refunds and orders info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will delivery take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various 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 reply to it and you can see when you’re responding to a client on the bottom left you can see suggested solutions and canned types so you’re going to click on recommended services and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written information 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 agents to follow so they can easily respond to emails so another fantastic feature that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can develop various groups for different functions so if a concern and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this kind of billing ticket aside from that you can likewise appoint different in the group area you can also appoint various tickets to various groups and once you’ve 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 consumer escalations where clients may have raised a particular 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 handy and i’ll catch you men in the next video Freshdesk Features