Freshdesk Quality Assurance Software – effortless omnichannel service

So we are talking about…Freshdesk Quality Assurance Software…you can use freshdesk for customer service so let’s begin first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get going and that will pack your basic control panel 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 customize your assistance desk you can validate your email and below that you can see you can add your language whatever type 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 listed below that you can likewise 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 pick your assistance channel so how you can be contacted through phone email social networks chat or forms and below that you can include your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard 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 offer you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a nice trend and listed below that you have your customer complete satisfaction and you can see the percentage of negative reactions or positive actions even neutral responses and the total 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 give you a good little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can view those whichever way that you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a general kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the options tab you have your analytics and reports reports are the standard general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume trends so you can Freshdesk Quality Assurance Software

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 receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the details of a specific employee or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what type of development you have actually made what milestones that you have reached and how much efficiency each representative has you can see that from over here going back 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 include tags you can put it in a specific classification what type of ticket this is you can change 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 also designate a particular agent to this query so you can simply include a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving 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 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 consumer name this is jane doe what might be the concern with your product i’m just going to send that and now i have replied to this customer you can also delete your actions within 10 seconds so if you slip up 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 type of reaction you need to give to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have basic beginning with us refunds and orders details presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will delivery take that’s a concern that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is various however i’m simply choosing 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 responding to a consumer on the bottom left you can see suggested services and canned types so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a customer 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 exact same type 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 area you can produce various groups for different purposes so if a ticket and an issue is associated with billing you can assign 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 type of billing ticket besides that you can likewise appoint various in the group area you can also appoint various tickets to different groups and once 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 customer escalations where clients may have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Freshdesk Quality Assurance Software