Freshdesk Internal Groups – effortless omnichannel service

So we are talking about…Freshdesk Internal Groups…you can utilize freshdesk for customer support so let’s begin first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na start which will fill your basic control panel so when you’re starting 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 validate your email and listed below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be called through phone email social networks chat or types and below that you can add your customer support email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone 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 successive over here we have our control panel our control panel reveals 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 offer you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your client fulfillment and you can see the portion of unfavorable reactions or favorable actions even neutral reactions and the total reactions that you have gotten on the ideal 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 provide you a nice little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate 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 kind of tickets you want to see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can see 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 kind of account information that you have about them below that you have your services tab so your option tab is a basic sort of information tab which enables you to view your e-mail marketing your legal requirements

Get Freshdesk Internal Groups support, customer, ticket, software, zendesk,

your service related statements so if there is something that is type of miscellaneous you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Internal Groups

see on the best side you have your today’s ticket inside so how many tickets you may 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 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 information of a particular employee or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of progress you have made what milestones that you have actually reached and how much productivity each representative has you can view that from over here returning 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 add tags you can put it in a specific category what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of inquiry it is so what type of concern it is you can also appoint a particular agent to this inquiry so you can just add a note generally reply

 

tto this person and now i’m going to simply 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 include this note now i’m going to respond to the client so it’s instantly going to key in hi matt rogers that’s the customer 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 client you can also delete your reactions within 10 seconds so if you make a mistake you can erase 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 comparable type of action you require to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have basic getting started with us orders and refunds info presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is often asked you can just publish this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the concern is various however i’m simply picking this as a sample and now i’m just 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 client on the bottom left you can see recommended options and canned kinds so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your response and send it without needing to

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

retype the exact same type of answers again and again so this is an extremely simple formula for your agents to follow so they can easily respond to emails so another great feature that freshdesk actually offers is developing groups so if you click groups in the admin area you can produce different groups for various purposes so if a ticket and a concern is related to billing you can appoint a group member so over here i’ve designated myself in this group and that person could define their role and make them the leader of this type of billing ticket besides that you can also designate different in the group section you can also designate various 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 client escalations where clients may have elevated a specific situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and handy and i’ll catch you people in the next video Freshdesk Internal Groups

 

 

Freshdesk Internal Groups – effortless omnichannel service

So we are talking about…Freshdesk Internal Groups…you can use freshdesk for customer care so let’s begin to begin with 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 complimentary as soon as you register you’re gon na get going which 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 personalize your assistance desk you can verify your e-mail and below that you can see you can include your language whatever sort of language you want on your site alter 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 should make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be gotten in touch with via phone email social media chat or types and listed below that you can add your customer assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

 

unsolved tickets overdue 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 reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your customer fulfillment and you can see the percentage of favorable reactions or negative reactions even neutral actions and the overall responses that you have 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 good little reminder 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 state let’s sort them by their status and now you can see immediate 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 sort of tickets you wish to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view 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 see those whichever manner in which you have actually called people 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 services tab so your service tab is a general type of information tab which permits you to see your e-mail marketing your legal requirements

Get Freshdesk Internal Groups support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is type of miscellaneous you will find it in your options tab and listed below the solutions tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Internal Groups

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 boost 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 agent efficiency assistance operation and your basic account settings over here you can see the progress or the information of a certain employee or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of development you have actually made what turning points that you have actually reached and how much performance each agent has you can see 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 include tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its priority and you can likewise set what kind of query it is so what kind of concern it is you can likewise assign a specific agent to this question so you can simply add a note basically reply

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically 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 just going to send out that and now i have replied to this consumer you can likewise delete your responses within 10 seconds so if you make a mistake 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 comparable kind of reaction you need to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have general beginning with us refunds and orders information presents and vouchers and truths 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 question that is often asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested 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 customer question and you can simply insert that pre-written information into your reaction and send it without needing to

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

retype the very same kind of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk really offers is producing groups so if you click groups in the admin section you can create different groups for different functions so if a concern and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group which person might specify their role and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group area you can also designate different 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 customer escalations where consumers may have elevated a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you people in the next video Freshdesk Internal Groups