Freshdesk Incident Management – effortless omnichannel service

So we are talking about…Freshdesk Incident Management…you can use freshdesk for customer care so let’s get going first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na get going which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your email and listed 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 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 should make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be called via phone email social networks chat or kinds and below that you can include your customer assistance e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard 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 give you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a great pattern and listed below that you have your consumer complete satisfaction and you can see the portion of negative actions or positive actions even neutral reactions and the total reactions that you have gotten on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer 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 just say let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the right 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 assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed 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 email addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a general sort of info tab which permits you to see your email marketing your legal requirements

Get Freshdesk Incident Management support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the options tab you have your reports and analytics reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Incident Management

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the development or the details of a certain staff member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what sort of progress you have actually made what milestones 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 deal with 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 kind of ticket this is you can change its status you can set its priority and you can likewise set what sort of inquiry it is so what kind of question it is you can also designate a particular agent to this query so you can just include a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving 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 add this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have replied to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can delete 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 kind of reaction you need to give to each of your clients 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 started with us orders and refunds details presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will delivery take that’s a concern that is often asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern is different however i’m simply selecting this as a sample and now i’m just going to select 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 solutions and canned types so you’re going to click suggested solutions and you can see various short articles that are a pre-written answer to a client question and you can just place that pre-written information into your reaction and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort of responses again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to emails so another fantastic feature that freshdesk really supplies is developing groups so if you click on groups in the admin area you can produce different groups for various functions so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group which individual might define their function and make them the leader of this kind of billing ticket other than that you can also appoint various in the group area you can also designate different tickets to various groups and once 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 consumer escalations where clients may have raised a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you people in the next video Freshdesk Incident Management

 

 

Freshdesk Incident Management – effortless omnichannel service

So we are talking about…Freshdesk Incident Management…you can utilize freshdesk for client service so let’s get going first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na start and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your email and listed below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must 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 called through phone email social media chat or types and below that you can include your consumer assistance e-mail 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 team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unresolved 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 much better or even worse it’s going to reveal you a nice pattern and listed below that you have your customer satisfaction and you can see the portion of positive actions or negative reactions even neutral responses and the total actions that you have gotten on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a great little tip 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 say let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 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 based on your needs and next up below that you have your basic contact and companies so you can see those whichever way that you have called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a general type of info tab which permits you to see your e-mail marketing your legal requirements

Get Freshdesk Incident Management support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is type of various you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Incident Management

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have made what turning points that you have reached and how much performance each agent 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 add tags you can put it in a particular classification what type of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what kind of concern it is you can likewise appoint a specific representative to this question so you can just include a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 client so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually responded to this customer you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable type of reaction you need to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general getting started with us refunds and orders information presents and coupons and facts and questions 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 typically asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is various but i’m just picking 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 responding to a client on the bottom left you can see suggested options and canned forms so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer question and you can just insert that pre-written information into your reaction and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same type of responses again and again so this is a very simple formula for your representatives to follow so they can easily respond to emails so another excellent function that freshdesk actually provides is creating groups so if you click groups in the admin section you can produce different groups for various functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that person could specify their role and make them the leader of this type of billing ticket besides that you can likewise designate various in the group section you can likewise appoint 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 client escalations where consumers may have elevated a specific situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you men in the next video Freshdesk Incident Management