So we are talking about…Freshdesk Jira Plugin…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na get going which will fill 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 personalize your help desk you can validate your email and below that you can see you can include your language whatever type of language you desire 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 and so you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and below that you can add your consumer support email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody to your group 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 dashboard our control panel reveals our
unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your consumer complete satisfaction and you can see the portion of positive reactions or unfavorable responses even neutral actions and the overall responses that you have received 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 include it over here and it’s gon na give you a good little reminder 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 want to see if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive 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 e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your services tab so your solution tab is a general sort of information tab which enables you to see 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 listed below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Jira Plugin
see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can see the progress or the information of a certain team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what type of progress you have made what turning points that you have reached and how much performance each agent has you can see that from over here going back 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 include tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of question it is so what kind of question it is you can likewise designate a specific agent to this query so you can just add a note generally reply
tto this person and now i’m going to just tell them i will be solving 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 customer so it’s immediately going to type in hi matt rogers that’s the consumer 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 responded to this customer you can also delete your responses within 10 seconds so if you slip up you can delete 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 sort of response you need to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic starting with us orders and refunds info gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will delivery take that’s a concern that is often asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket undoubtedly the question is various but i’m just picking this as a sample and now i’m simply going to select 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 recommended solutions and canned forms so you’re going to click on suggested options and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written info into your response and send it without needing to
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retype the very same kind of answers 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 terrific function that freshdesk really provides is creating groups so if you click on groups in the admin section you can develop various groups for various purposes so if a concern and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group and that individual could define their role and make them the leader of this type of billing ticket other than that you can likewise assign various in the group section you can also 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 consumer escalations where clients might have elevated a particular situation 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 helpful and i’ll capture you people in the next video Freshdesk Jira Plugin