Freshdesk Repl – effortless omnichannel service

So we are talking about…Freshdesk Repl…you can use freshdesk for customer service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you register you’re gon na get started and that will load 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 aid desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be called via phone email social media chat or kinds and below that you can add your customer assistance e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody 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 invite them over here next up over here we have our dashboard our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and below that you have your client satisfaction and you can see the portion of negative responses or favorable reactions even neutral actions and the overall responses that you have gotten on the right side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na offer you a good little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see immediate and high ones will be on the top however 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 type of tickets you wish to see if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have actually called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your option tab is a basic type of information tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your options tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Repl

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the boost or reduce 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 agent performance support operation and your general account settings over here you can see the development or the information of a particular staff member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what sort of development you have actually made what turning points that you have reached and how much performance each representative has you can see that from over here going back 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 include tags you can put it in a specific category what type of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what kind of question it is you can also appoint a particular representative to this query so you can just include a note generally 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 update the status i’m going to add this note now i’m going to respond 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 concern with your product i’m just going to send out that and now i have responded to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar kind of reaction you require to give to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting started with us refunds and orders 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 available and let’s see the length of time will delivery take that’s a question that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different however i’m simply picking 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 replying to a customer on the bottom left you can see suggested options and canned forms 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 insert that pre-written info into your reaction and send it without having to

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retype the very same type of responses again and again so this is a really easy formula for your agents to follow so they can easily react to emails so another terrific function that freshdesk actually offers is producing groups so if you click groups in the admin area you can develop different groups for various functions so if a ticket and an issue is associated with billing you can assign a group member so over here i’ve designated myself in this group and that individual could specify their role and make them the leader of this sort of billing ticket other than that you can also appoint different in the group area you can likewise assign different 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 clients may have elevated a certain 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 practical and i’ll capture you people in the next video Freshdesk Repl