So we are talking about…Freshdesk Recruitment Process…you can use freshdesk for customer care so let’s get started to begin with 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 free as quickly as you register you’re gon na get going which will load 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 personalize your help desk you can verify your email 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 design so as you can see i’m gon na go with a pink and listed below that you can likewise alter 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 select your support channel so how you can be gotten in touch with through phone e-mail social networks chat or forms and below that you can add your customer support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite 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 below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to show you a good trend and below that you have your customer satisfaction and you can see the percentage of positive actions or negative reactions even neutral reactions 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 to-do list you’re gon na add it over here and it’s gon na give you a great little pointer 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 say 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 best side you can see over here you can filter out what sort 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 see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually called people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your options tab so your service tab is a basic kind of information tab which enables you to see your e-mail marketing your legal requirements
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your service related statements so if there is something that is type of various you will find it in your services tab and listed below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Recruitment Process
see on the best side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can see the development or the details of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what sort of progress you have actually made what turning points that you have actually reached and just how much productivity each representative has you can see 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what type of question it is you can likewise appoint a specific 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 resolving your ticket your concern 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 respond to the customer so it’s automatically going to enter hi matt rogers that’s the customer 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 responses 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 an organization that’s running this ticketing service and you have a comparable type of response you require to give to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds details gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is various but i’m just picking this as a sample and now i’m simply 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 client on the bottom left you can see suggested 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 consumer concern and you can just insert that pre-written details into your action and send it without needing to
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retype the same sort of answers again and again so this is a really easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent feature that freshdesk actually provides is producing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is related to billing you can assign a group member so over here i have actually designated myself in this group and that individual could specify their function and make them the leader of this type of billing ticket besides that you can likewise appoint various in the group section you can likewise designate various tickets to various 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 client escalations where customers may have elevated a certain circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and handy and i’ll catch you guys in the next video Freshdesk Recruitment Process