Freshdesk Jira Plus – effortless omnichannel service

So we are talking about…Freshdesk Jira Plus…you can use freshdesk for customer support so let’s get going first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you sign up you’re gon na begin which will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be called via phone e-mail social media chat or forms and listed below that you can add your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group 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 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 provide you a chart that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and listed below that you have your consumer fulfillment and you can see the portion of positive actions or unfavorable actions even neutral actions 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 require to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice little suggestion 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 high and immediate ones will be on the top 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 see if you wish 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 according to your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your option tab is a basic kind of info tab which allows 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 sort of miscellaneous you will discover it in your services tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Jira Plus

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can view the development or the information of a certain employee or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what type of progress you have actually 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 fix 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 classification what type of ticket this is you can alter its status you can set its concern and you can likewise set what sort of inquiry it is so what type of concern it is you can likewise designate a specific agent to this question so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be fixing 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 include this note now i’m going to reply to the client so it’s automatically going to key in 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 consumer you can also erase your reactions 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 a business that’s running this ticketing service and you have a comparable type of action you require to offer 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 starting with us orders and refunds details presents and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery 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 just select this ticket obviously the concern is various however i’m just selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested options and canned types so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a client question and you can simply place that pre-written info into your response and send it without having to

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retype the same sort of answers again and again so this is a really simple formula for your representatives to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk really offers is creating groups so if you click on groups in the admin area you can produce various groups for various purposes so if a ticket and an issue is connected to billing you can assign a group member so over here i have actually designated myself in this group and that person could specify their function and make them the leader of this type of billing ticket besides that you can also assign various in the group area you can also appoint different tickets to various groups and as soon as 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 clients may have raised a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you guys in the next video Freshdesk Jira Plus