Freshdesk Jira – effortless omnichannel service

So we are talking about…Freshdesk Jira…you can use freshdesk for customer care so let’s get started 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 register for totally free as quickly as you sign up you’re gon na start 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 help desk you can verify your email and listed below that you can see you can add your language whatever type of language you desire 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 ought to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be called through phone e-mail social networks chat or forms and listed below that you can include your consumer support email so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our control panel shows our

 

unresolved 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 reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and listed below that you have your client satisfaction and you can see the portion of positive actions or unfavorable actions even neutral responses and the overall responses that you have actually received on the right side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a good little tip on your basic dashboard and now on the left side we’re gon na move 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 immediate and high ones will be on the leading nevertheless 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 type of tickets you want to view if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can view those whichever manner in which you have actually called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your option tab is a general kind of info tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the standard general introduction 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 thorough ticket analysis and you can also see your ticket volume trends so you can Freshdesk Jira

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or two 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 group channels workflow representative performance support operation and your general account settings over here you can see the progress or the details of a certain team member 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 progress you have 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 show you how you can deal with 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 type of ticket this is you can alter its status you can set its top priority and you can also set what sort of question it is so what type of concern it is you can also designate a particular representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just 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 add this note now i’m going to reply to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product 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 make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you require to provide 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 categories you have actually general getting started with us refunds and orders info presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will delivery take that’s a concern that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is various however i’m simply selecting 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 responding to a client on the bottom left you can see suggested services and canned types so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your reaction and send it without having to

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retype the exact same type of responses again and again so this is a very easy formula for your representatives to follow so they can easily react to e-mails so another excellent feature that freshdesk truly provides is creating groups so if you click groups in the admin section you can create various groups for various functions so if a ticket and a problem is connected to billing you can designate a group member so over here i’ve assigned myself in this group and that person might define their role and make them the leader of this sort of billing ticket aside from that you can likewise designate various in the group section you can likewise appoint various tickets to different groups and once 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 consumer escalations where clients might have raised a certain scenario 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