Freshdesk Gather Legacy – effortless omnichannel service

So we are talking about…Freshdesk Gather Legacy…you can utilize freshdesk for client service so let’s get started to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get started which will load your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can validate your e-mail and below that you can see you can add your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m also 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 pick your support channel so how you can be gotten in touch with via phone e-mail social networks chat or kinds and below that you can add your client assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome 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 welcome them over here successive over here we have our dashboard 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 provide you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your customer satisfaction and you can see the percentage of positive actions or negative reactions even neutral actions and the total actions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na provide you a nice 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 simply say let’s sort them by their status and now you can see urgent and high ones will be on the leading however 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 type of tickets you want to see if you want to see the tickets that are assigned to a specific person 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 view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of details tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Gather Legacy

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately 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 basic administrative settings your group channels workflow representative productivity assistance operation and your general account settings over here you can view the progress or the information 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 turning points that you have actually reached and how much efficiency each agent has you can view that from over here going back into tickets i’m going to reveal 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 add tags you can put it in a particular category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what type of question it is you can likewise designate a specific agent to this query so you can simply add a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to reply to the client so it’s automatically going to enter hi matt rogers that’s the consumer 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 consumer you can also erase your reactions within 10 seconds so if you slip up 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 similar type of response you require to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have general beginning with us refunds and orders details gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will shipment take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is different but i’m just selecting 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 recommended services and canned types so you’re going to click on suggested services and you can see different articles that are a pre-written answer to a client question and you can just place that pre-written info into your reaction and send it without having to

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retype the exact same sort of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to e-mails so another great feature that freshdesk actually provides is producing groups so if you click groups in the admin section you can create different groups for various purposes so if a problem and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group and that person could define their function and make them the leader of this sort of billing ticket other than that you can also assign different in the group section you can likewise designate different 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 elevated a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you guys in the next video Freshdesk Gather Legacy