So we are talking about…Freshdesk Openid Connect…you can utilize freshdesk for customer support so let’s get going to begin with you’re gon na begin your complimentary 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 begin and that will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can validate your email and below that you can see you can include your language whatever kind of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for 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 select your assistance channel so how you can be called via phone email social networks chat or kinds and listed below that you can add your customer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team 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 control panel our control panel reveals our
unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a nice trend and below that you have your customer complete satisfaction and you can see the portion of favorable reactions or negative reactions even neutral actions and the overall actions that you have gotten on the best side you’re gon na have your order of business 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 suggestion on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see immediate and high ones will be on the top nevertheless 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 kind of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your services tab so your service tab is a general kind of details tab which enables 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 options tab and listed below the services tab you have your analytics and reports reports are the basic general overview 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 view your ticket volume patterns so you can Freshdesk Openid Connect
see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase 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 performance assistance operation and your basic account settings over here you can view the progress 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 likewise view your workflow and what kind of development you have actually made what milestones that you have reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to reveal you how you can deal with 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 concern and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise assign a specific representative to this inquiry so you can just add a note essentially respond
tto this person and now i’m going to just tell them i will be resolving your ticket your concern 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 reply to the consumer so it’s instantly 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 simply going to send that and now i have actually responded to this customer you can likewise erase your reactions within 10 seconds so if you slip up you can erase 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 comparable sort of reaction 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 actually basic beginning with us refunds and orders info gifts and vouchers and realities 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 how long will delivery take that’s a concern that is often asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various but 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 reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended solutions and canned kinds so you’re going to click recommended options and you can see different short articles that are a pre-written answer to a client concern and you can simply place that pre-written information into your reaction and send it without having to
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retype the exact same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk really offers is producing groups so if you click on groups in the admin area you can develop various groups for various purposes so if a problem and a ticket is connected to billing you can designate a group member so over here i’ve appointed myself in this group and that individual could specify their role and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group section you can also designate various tickets to various 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 consumer escalations where customers may have raised a certain scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you people in the next video Freshdesk Openid Connect