Freshdesk Open Positions – effortless omnichannel service

So we are talking about…Freshdesk Open Positions…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you sign up you’re gon na get started and that will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can confirm your e-mail and listed below that you can see you can include your language whatever kind of language you want 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 alter 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 upgrade those and next you’re gon na select your assistance channel so how you can be contacted by means of phone email social networks chat or types and below that you can include your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone 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 next up over here we have our control panel our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good trend and listed below that you have your consumer fulfillment and you can see the portion of negative responses or positive reactions even neutral actions and the total actions that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just say let’s arrange 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 right side you can see over here you can filter out what type of tickets you want to see if you wish 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 needs and next up below that you have your basic contact and companies so you can view those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your solution tab is a general sort of details 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 type of various you will find it in your services tab and listed below the solutions tab you have your analytics and reports reports are the standard general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Open Positions

see on the best side you have your today’s ticket inside so how many tickets you may have offered or so 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 basic administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can view the development or the details of a specific team member or a group member and below that you can see your different channels of communication you can also see your workflow and what sort of progress you have actually made what milestones that you have reached and just how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 classification what type of ticket this is you can alter its status you can set its priority and you can also set what sort of question it is so what kind of question it is you can likewise designate a particular representative to this question so you can just add a note generally 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 update the status i’m going to add this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send that and now i have actually responded to this customer you can likewise erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar sort of action you require to provide 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 actually general starting with us orders and refunds details gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily 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 simply gon na as a sample just choose this ticket undoubtedly the concern is various but i’m simply picking 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 customer on the bottom left you can see recommended solutions and canned forms so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your action and send it without needing to

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retype the very same sort of responses again and again so this is a very easy formula for your representatives to follow so they can quickly react to emails so another excellent function that freshdesk actually offers is producing groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and a problem is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that individual might specify their role and make them the leader of this type of billing ticket besides that you can likewise designate various in the group area you can likewise assign 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 customer escalations where consumers might have elevated a certain situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you guys in the next video Freshdesk Open Positions