Freshdesk Message Support – effortless omnichannel service

So we are talking about…Freshdesk Message Support…you can utilize freshdesk for client service so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get started which will fill 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 email and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with via phone email social media chat or types and below that you can include your customer support e-mail 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 somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that shows you the patterns 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 client satisfaction and you can see the portion of favorable actions or negative reactions even neutral responses and the total actions that you have gotten on the best side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a great little reminder 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 simply state let’s arrange them by their status and now you can see high and urgent ones will be on the leading however 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 wish to view if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your option tab is a general sort of details tab which permits you to see your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume trends so you can Freshdesk Message Support

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the development or the information of a specific staff member or a group member and listed below that you can see your different channels of interaction you can likewise see your workflow and what kind of progress you have made what milestones that you have reached and just how much productivity 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 add tags you can put it in a specific category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question it is so what kind of concern it is you can also assign a particular representative to this inquiry so you can just include a note essentially reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the consumer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have replied to this customer you can also delete your reactions within 10 seconds so if you make a mistake you can erase 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 comparable type of response you require to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting going with us orders and refunds details gifts 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 available and let’s see the length of time will shipment take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket clearly the concern is different but i’m simply selecting this as a sample and now i’m just going to choose 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 suggested solutions and canned forms so you’re going to click on recommended 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 information into your reaction and send it without having to

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retype the 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 emails so another excellent function that freshdesk truly supplies is producing groups so if you click groups in the admin area you can produce various groups for different purposes so if a concern and a ticket is associated with billing you can assign a group member so over here i have actually assigned myself in this group which person could define their role and make them the leader of this type of billing ticket aside from that you can likewise designate different in the group area you can likewise assign various tickets to different 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 specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you men in the next video Freshdesk Message Support