Freshdesk Leaderboard – effortless omnichannel service

So we are talking about…Freshdesk Leaderboard…you can use freshdesk for customer support so let’s start first off 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 soon as you register you’re gon na get started which will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na choose 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 need to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted via phone email social media chat or forms and below that you can add your client support e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel 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 give you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your customer satisfaction and you can see the percentage of negative responses or positive actions even neutral actions and the overall 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 add to your order of business you’re gon na include it over here and it’s gon na give you a good little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort 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 top however 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 kind of tickets you wish to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your service tab is a basic sort of info tab which enables 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 kind of various you will discover it in your services tab and listed below the solutions tab you have your reports and analytics reports are the basic general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also see your ticket volume trends so you can Freshdesk Leaderboard

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what type of progress you have made what milestones that you have actually reached and just how much performance each representative has you can view that from over here returning 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 add tags you can put it in a particular category what sort of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what type of concern it is you can also designate a specific representative to this query so you can just include a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue 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 respond to the consumer so it’s immediately going to type in hi matt rogers that’s the customer 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 consumer you can likewise delete your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to go into the services tab and over here you can see there is the categories you have actually general starting with us orders and refunds information presents and coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will shipment take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different 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 reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned kinds so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your response and send it without needing to

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retype the same type of responses 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 fantastic function that freshdesk really supplies is developing groups so if you click on groups in the admin section you can create various groups for various functions so if a problem and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group section you can likewise appoint different tickets to various groups and when 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 client escalations where customers may have raised a specific circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you men in the next video Freshdesk Leaderboard