Freshdesk Knowledge Base App – effortless omnichannel service

So we are talking about…Freshdesk Knowledge Base App…you can use freshdesk for customer service 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 totally free as quickly as you register you’re gon na get going and that will pack 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 verify your email and listed below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or forms and listed below that you can include your client assistance email 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 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 invite them over here next up over here we have our control panel our dashboard shows 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 provide you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your customer fulfillment and you can see the portion of favorable reactions or negative reactions even neutral responses and the total reactions that you have received on the ideal side you’re gon na have your to-do list 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 pointer 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 simply say 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 ideal side you can see over here you can filter out what sort of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on 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 actually gotten in touch with individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your service tab is a general type of information tab which permits 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 kind of various you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Knowledge Base App

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or reduce 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 agent performance support operation and your basic account settings over here you can view the progress or the details of a certain staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have made what turning points that you have reached and just how much performance each representative has you can view that from over here going back into tickets i’m going to reveal 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 include tags you can put it in a particular category what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of query it is so what kind of concern it is you can likewise appoint a particular agent to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 reply to the consumer 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 item i’m just going to send out that and now i have actually replied to this customer you can also erase your actions 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 company that’s running this ticketing service and you have a comparable type of response you need to give to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting started with us refunds and orders details presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will delivery take that’s a concern that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different however i’m just selecting this as a sample and now i’m simply going to select 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 solutions and canned kinds so you’re going to click suggested services and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written details into your response and send it without having to

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retype the exact same type of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another fantastic function that freshdesk really provides is producing groups so if you click on groups in the admin area you can produce different groups for various functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually appointed myself in this group which individual could define their role and make them the leader of this kind of billing ticket other than that you can also appoint various in the group area you can also designate various tickets to different 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 customers might have elevated a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you people in the next video Freshdesk Knowledge Base App