Freshdesk For Csrs – effortless omnichannel service

So we are talking about…Freshdesk For Csrs…you can utilize freshdesk for client service so let’s get going to begin with you’re gon na start 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 going which will load your basic control panel 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 assistance desk you can validate your e-mail and listed 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 go with a pink and listed below that you can also alter your menu color so i’m also 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 support channel so how you can be contacted via phone email social media chat or types and listed below that you can add your client support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide 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 trend and listed below that you have your customer complete satisfaction and you can see the portion of negative actions or positive responses even neutral actions and the total responses that you have actually received on the best side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading however 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 wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your option tab is a general type of information tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume trends so you can Freshdesk For Csrs

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 boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the development or the details of a certain team 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 progress you have made what milestones that you have reached and how much productivity each representative has you can see that from over here returning 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 include tags you can put it in a particular classification what type of ticket this is you can change its status you can set its concern and you can also set what sort of query it is so what type of concern it is you can also appoint a particular agent to this query 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 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 include this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you need to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have general beginning with us orders and refunds details gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see how long will delivery take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket certainly the concern is different however i’m just picking this as a sample and now i’m just going to pick 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 solutions and canned forms so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your action and send it without needing to

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retype the same kind of responses again and again so this is a very simple formula for your agents to follow so they can quickly react to e-mails so another excellent function that freshdesk truly provides is developing groups so if you click 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 appoint a group member so over here i’ve designated myself in this group and that individual could 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 area you can likewise appoint various tickets to various groups and as soon as 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 customer escalations where customers may have raised a certain scenario 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 valuable and i’ll catch you guys in the next video Freshdesk For Csrs