Freshdesk Organize Macros – effortless omnichannel service

So we are talking about…Freshdesk Organize Macros…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na start which will pack your basic dashboard so when you’re getting started 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 desire on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called by means of phone e-mail social networks chat or kinds and listed below that you can add your client support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group 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 control panel our dashboard 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 provide you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of favorable reactions or unfavorable reactions even neutral reactions and the overall responses that you have received on the right 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 include it over here and it’s gon na offer you a great little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort 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 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 designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can view those whichever way that you have actually contacted people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your solution tab is a general kind of details tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the options 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 trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Organize Macros

see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the progress or the details of a particular team member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what sort of progress you have made what turning points that you have actually reached and how much performance each representative has you can view that from over here going back into tickets i’m going to show you how you can solve 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 kind of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what type of concern it is you can likewise assign a particular agent to this query so you can simply add a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving 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 respond to the customer so it’s automatically going to type in 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 slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar type of action you need to provide to each of your consumers 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 refunds and orders information presents and coupons and facts and questions 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 delivery take that’s a concern that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is various 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 options and canned kinds so you’re going to click suggested options and you can see different posts that are a pre-written answer to a customer concern and you can just place that pre-written info into your reaction and send it without having to

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retype the exact same kind of responses again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another excellent feature that freshdesk actually provides is creating groups so if you click groups in the admin section you can create different groups for different functions so if a ticket and a concern is connected to billing you can appoint a group member so over here i have actually assigned myself in this group which individual might define their function and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group area you can likewise appoint various tickets to different 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 consumers might have raised a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you guys in the next video Freshdesk Organize Macros