So we are talking about…Freshdesk Helpdesk Api…you can use freshdesk for customer care 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 information and sign up 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 going with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site change the color of your logo 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 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 listed below that you can include your client support 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 invite them over here successive over here we have our control panel our control panel 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 offer you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good trend and below that you have your client complete satisfaction and you can see the percentage of unfavorable responses or positive actions even neutral responses and the total responses that you have received on the ideal side you’re gon na have your to-do list 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 provide you a great little pointer on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see high and immediate 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 sort of tickets you wish to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up listed 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 email addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your service tab is a general kind of information tab which enables you to see your email marketing your legal requirements
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your service associated announcements so if there is something that is kind of various you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general summary of how many tickets you might 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 likewise see your ticket volume trends so you can Freshdesk Helpdesk Api
see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see receiving seven 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 particular staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of progress you have made what turning points that you have reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to show 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 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 kind of concern it is you can also designate a particular representative to this inquiry so you can just add a note basically reply
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 update the status i’m going to add this note now i’m going to reply to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually replied to this customer you can also delete your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar sort of reaction you need to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic starting with us orders and refunds info gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a question that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various but i’m simply selecting this as a sample and now i’m simply 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 customer on the bottom left you can see recommended solutions and canned types so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a customer question and you can just insert that pre-written details into your reaction and send it without needing to
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retype the same type of responses again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to emails so another excellent function that freshdesk really supplies is producing groups so if you click on groups in the admin area you can create different groups for various functions so if a ticket and a problem is associated with billing you can appoint a group member so over here i have actually assigned myself in this group and that person could specify their role and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group area you can likewise appoint various tickets to different 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 consumers may have raised a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you guys in the next video Freshdesk Helpdesk Api