So we are talking about…Freshdesk Outlook Plugin…you can use freshdesk for client service so let’s get going 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 sign up for totally free as soon as you sign up you’re gon na get going which will fill your basic dashboard so when you’re beginning 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 confirm your e-mail and below that you can see you can include your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone e-mail social networks chat or kinds and below that you can include your client support e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our dashboard shows our
unsettled tickets overdue 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and below that you have your customer fulfillment and you can see the portion of positive reactions or negative responses even neutral reactions and the total actions that you have received on the ideal 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 offer 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 simply say let’s arrange them by their status and now you can see high and immediate ones will be on the top however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted people you can see their email addresses uh their business 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 option tab is a basic type of info tab which permits you to view your email marketing your legal requirements
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your service related statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the fundamental 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 aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Outlook Plugin
see on the right side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost 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 group channels workflow agent performance assistance 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 communication you can likewise see your workflow and what kind of progress you have actually made what milestones that you have actually reached and how much productivity each representative has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 type of ticket this is you can alter its status you can set its priority and you can also set what kind of query it is so what kind of question it is you can likewise appoint a particular representative to this question so you can simply add a note basically respond
tto this person and now i’m going to just tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually replied to this consumer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar kind of response you need to provide to each of your clients 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 started with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the concern is different however i’m just selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a customer concern and you can simply place that pre-written information into your response and send it without needing to
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retype the very same kind of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another excellent function that freshdesk actually provides is developing groups so if you click on groups in the admin section you can create various groups for various functions so if an issue and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this type of billing ticket aside from that you can also designate various in the group area you can also 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 consumer escalations where customers may have elevated a specific scenario 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 Outlook Plugin