Freshdesk Second Handle – effortless omnichannel service

So we are talking about…Freshdesk Second Handle…you can utilize freshdesk for customer support so let’s get going to begin with 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 which will pack 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 individualize your assistance desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you want on your site alter 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 change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or types and listed below that you can add your consumer assistance email 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 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 next up over here we have our control panel our dashboard reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your client complete satisfaction and you can see the portion of negative responses or favorable reactions even neutral actions and the overall actions that you have received on the best side you’re gon na have your order of business 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 give you a good little reminder 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 just 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 best side you can see over here you can filter out what kind of tickets you wish to see if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view 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 way that you have actually contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your option tab is a basic type of details tab which permits you to see your email marketing your legal requirements

Get Freshdesk Second Handle support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Second Handle

see on the right side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the information of a certain team member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have made what milestones that you have reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to reveal you how you can deal with 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 type of ticket this is you can change its status you can set its priority and you can likewise set what kind of query it is so what kind of concern it is you can also designate a particular agent to this question so you can just include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar sort of response you require to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have basic getting going with us refunds and orders information presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft 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 return to ticketing i’m just gon na as a sample just select this ticket certainly the concern is different but i’m simply choosing this as a sample and now i’m simply going to choose 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 recommended solutions and you can see various posts that are a pre-written answer to a customer question and you can just place that pre-written information into your response and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same kind of answers again and again so this is a really easy formula for your agents to follow so they can quickly respond to emails so another excellent feature that freshdesk truly provides is creating groups so if you click on groups in the admin area you can develop various groups for different purposes so if a ticket and a concern is connected to billing you can assign a group member so over here i’ve designated myself in this group and that person could define their function and make them the leader of this type of billing ticket besides that you can also designate different in the group area you can likewise designate various tickets to different groups and as soon as 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 consumers may have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you guys in the next video Freshdesk Second Handle

 

 

Freshdesk Second Handle – effortless omnichannel service

So we are talking about…Freshdesk Second Handle…you can use freshdesk for customer support so let’s get going first off 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 complimentary as quickly as you register you’re gon na get started which will load your basic dashboard so when you’re starting 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 confirm your e-mail and listed below that you can see you can add your language whatever kind of language you desire on your site alter 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 also gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be called by means of phone email social networks chat or types and below that you can include your customer assistance email so if someone is going to be calling you you can set that email over here and next up you can invite someone 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 next up over here we have our control panel our control panel reveals 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 shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a great pattern and below that you have your customer satisfaction and you can see the portion of unfavorable actions or favorable reactions even neutral actions and the total actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 want to view 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 according to your needs and next up below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic sort of information tab which permits you to see your e-mail marketing your legal requirements

Get Freshdesk Second Handle support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is kind of various you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Second Handle

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what type of development you have made what turning points that you have reached and how much efficiency each representative has you can see that from over here returning into tickets i’m going to show 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 category what type of ticket this is you can change its status you can set its priority and you can likewise set what sort of inquiry it is so what type of question it is you can also appoint a particular representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 client name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually responded to this customer you can also delete your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable sort of reaction you require to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic getting going with us orders and refunds info presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will delivery take that’s a concern that is often asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different but i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested options and canned types so you’re going to click on recommended options and you can see different articles that are a pre-written answer to a client question and you can just insert that pre-written information into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same kind of responses again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk actually provides is producing groups so if you click on groups in the admin area you can produce various groups for different functions so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually designated myself in this group which individual could define their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint different in the group area you can also designate different tickets to various groups and as soon as 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 customers may have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you people in the next video Freshdesk Second Handle