So we are talking about…Freshdesk Freshtheme…you can utilize freshdesk for customer service so let’s start 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 sign up for free as quickly as you sign up you’re gon na start and that will fill your basic control panel so when you’re beginning 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 verify your e-mail and 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 so as you can see i’m gon na opt for 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 should make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and below that you can add your client assistance e-mail so if somebody 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 offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel shows 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 offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern 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 reactions that you have received on the best 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 give you a great little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate and high 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 wish to view if you want to see the tickets that are appointed 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 requirements and next up below that you have your basic contact and business so you can see those whichever way that you have called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your solution tab is a general type of information tab which permits 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 various you will find it in your services tab and below the services tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Freshtheme
see on the best side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can view the progress or the details of a certain staff member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what type of development you have made what milestones 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 fix 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 classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can likewise designate a specific representative to this question so you can simply add a note essentially respond
tto this person and now i’m going to just tell them i will be fixing 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually responded to this consumer you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar type of response you require to provide to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic starting with us orders and refunds info presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is different however i’m simply 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 replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a client concern and you can simply place that pre-written details into your response and send it without needing to
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retype the very same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk really offers is producing groups so if you click groups in the admin section you can create different 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 assigned myself in this group which person might specify their function and make them the leader of this type of billing ticket besides that you can likewise assign various in the group area you can also designate various tickets to various groups and as soon as 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 consumers may have raised a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you people in the next video Freshdesk Freshtheme