So we are talking about…Freshdesk Integration With O365…you can utilize freshdesk for customer service so let’s get going 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 register for totally free as quickly as you register you’re gon na get going and that will fill your basic control panel 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 individualize your help desk you can confirm your email and listed below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone email social networks chat or types and below that you can add your client support email so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone 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 control panel our control panel reveals our
unsolved 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 show you a great trend and below that you have your customer satisfaction and you can see the percentage of positive responses or negative reactions even neutral actions and the total actions that you have actually gotten on the best side you’re gon na have your order of business so something that you need to add to your to-do list 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 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 right 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 person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your options tab so your solution tab is a basic kind of information tab which permits you to see 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 discover it in your services tab and below the options tab you have your reports and analytics reports are the standard general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Integration With O365
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance 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 interaction you can likewise view your workflow and what sort of development you have made what turning points that you have actually reached and how much efficiency each representative has you can see 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 classification what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what type of question it is you can also designate a particular representative to this inquiry so you can just include a note basically reply
tto this person and now i’m going to just tell them i will be resolving your ticket your concern 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 consumer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually responded to this customer you can likewise delete your reactions 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 business that’s running this ticketing service and you have a similar kind of response you need to give 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 categories you have actually general getting started with us orders and refunds info gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will delivery take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various however i’m just choosing 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 client on the bottom left you can see recommended solutions and canned kinds so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a client concern and you can simply insert that pre-written info into your action and send it without having to
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retype the very same type of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another fantastic function that freshdesk really provides is producing groups so if you click on groups in the admin section you can produce 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 have actually appointed myself in this group which individual 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 section you can also appoint various tickets to different 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 consumer escalations where customers might have elevated a specific 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 capture you guys in the next video Freshdesk Integration With O365