So we are talking about…Freshdesk Intercom…you can use freshdesk for customer service so let’s begin to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get started which will load 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 personalize your help desk you can validate your email and listed below that you can see you can add your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na choose a pink and listed 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 therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with via phone e-mail social media chat or types and below that you can include your client support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows our
unsettled 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 provide you a chart that reveals you the patterns 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 client fulfillment and you can see the percentage of negative reactions or positive actions even neutral responses and the total reactions that you have received on the best side you’re gon na have your order of business so something that you need 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 pointer on your basic control panel 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 arrange 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 ideal 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 see them over here you can filter them out based on your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your solutions tab so your solution tab is a basic kind of information tab which enables you to view your email marketing your legal requirements
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your service associated statements so if there is something that is type of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the standard general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Intercom
see on the best side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the development or the information of a specific team member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what type of development you have made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to show 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 category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what kind of question it is you can also designate a specific agent to this query so you can simply include a note basically respond
tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to reply to the consumer so it’s automatically going to type 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 responded to this client you can also delete your responses 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 a company that’s running this ticketing service and you have a comparable type of action you require to give 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 classifications you have actually basic getting started with us orders and refunds information gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is various but i’m simply choosing this as a sample and now i’m simply going to choose this as a sample and i’m going to respond 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 recommended options and you can see different short articles that are a pre-written answer to a customer question and you can just place that pre-written details into your reaction and send it without needing to
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retype the same kind of answers again and again so this is a very simple formula for your representatives to follow so they can easily respond to e-mails so another terrific function that freshdesk actually supplies is developing groups so if you click groups in the admin section you can create various groups for different functions so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual might define their function and make them the leader of this type of billing ticket other than that you can also designate various in the group section you can likewise designate various tickets to various groups and when 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 might have raised a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll capture you guys in the next video Freshdesk Intercom