Freshdesk Iso 27001 – effortless omnichannel service

So we are talking about…Freshdesk Iso 27001…you can utilize freshdesk for client service so let’s get started to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na start and that will load your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can validate your e-mail 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 go with a pink and below that you can likewise 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 pick your assistance channel so how you can be contacted by means of phone e-mail social media chat or kinds and listed below that you can include your consumer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome 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 invite them over here next up over here we have our dashboard our dashboard shows 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 offer you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your client complete satisfaction and you can see the percentage of positive reactions or negative responses even neutral responses and the total reactions that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a nice little suggestion 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 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 type of tickets you want to view if you want to see the tickets that are designated 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 requirements and successive listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your service tab is a general type of info tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your services tab and below the services tab you have your reports and analytics reports are the standard general overview of how many tickets you may 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 also view your ticket volume patterns so you can Freshdesk Iso 27001

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the development or the details of a certain staff member or a group member and below that you can see your various channels of communication you can also view your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much productivity each agent has you can view that from over here returning 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 category what sort of ticket this is you can change its status you can set its priority and you can also set what sort of inquiry it is so what type of concern it is you can likewise appoint a specific representative to this query so you can just add a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving 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 reply to the consumer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually responded to this consumer you can likewise erase your reactions 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 an organization that’s running this ticketing service and you have a comparable kind of reaction you require to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general starting with us refunds and orders info 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 available and let’s see the length of time will shipment take that’s a question that is frequently 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 clearly the concern is various however i’m simply 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 replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click recommended options and you can see different articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the exact same kind of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another fantastic feature that freshdesk really offers is developing groups so if you click groups in the admin area you can create various groups for different purposes so if a ticket and a concern is related to billing you can designate a group member so over here i’ve designated myself in this group which individual could define their role and make them the leader of this sort of billing ticket aside from that you can also appoint various in the group section you can also appoint 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 customer escalations where consumers might have raised a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you men in the next video Freshdesk Iso 27001