So we are talking about…Freshdesk Nova…you can utilize freshdesk for client service so let’s begin to begin with you’re gon na begin 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 register you’re gon na start which will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can confirm your e-mail and listed below that you can see you can include your language whatever sort of language you want 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 likewise 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 called via phone e-mail social media chat or kinds and listed below that you can add your customer support email so if somebody is going to be contacting you you can set that e-mail 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 control panel our control panel reveals our
unresolved 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 chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and listed below that you have your client complete satisfaction and you can see the portion of unfavorable reactions or positive reactions even neutral reactions and the overall responses that you have gotten on the ideal 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 include it over here and it’s gon na provide you a nice 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 high and immediate 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 type of tickets you wish to see if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your service tab is a basic sort of info tab which permits you to see your email marketing your legal requirements
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your service associated statements so if there is something that is sort of various you will find it in your options tab and below the options tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Nova
see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance support operation and your general account settings over here you can see the development or the information of a particular employee or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what sort of progress you have actually made what milestones that you have reached and just how much efficiency each agent 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 specific classification what kind of ticket this is you can change its status you can set its top priority and you can also set what kind of inquiry it is so what type of question it is you can also assign a particular representative to this inquiry so you can just add a note basically reply
tto this person and now i’m going to simply tell them i will be solving 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 respond to the consumer so it’s automatically going to key in hi matt rogers that’s the customer 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 replied to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you need to provide to each of your customers 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 getting going with us orders and refunds information presents and vouchers and facts 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 how long will delivery take that’s a concern that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket certainly the concern is different however i’m simply selecting this as a sample and now i’m just going to select this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a consumer question and you can simply place that pre-written information into your response and send it without having to
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retype the same sort of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another great function that freshdesk truly supplies is creating groups so if you click on groups in the admin section you can produce various groups for various purposes so if a concern and a ticket is related to billing you can designate a group member so over here i have actually assigned myself in this group and that person might specify their role and make them the leader of this kind of billing ticket aside from that you can likewise assign various in the group section you can also designate various tickets to various 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 elevated a certain circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you people in the next video Freshdesk Nova