Freshdesk Side Conversations – effortless omnichannel service

So we are talking about…Freshdesk Side Conversations…you can utilize freshdesk for client service so let’s get started 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 register you’re gon na get going 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 set up your account so over here and personalize your aid desk you can verify your email and below that you can see you can include your language whatever kind of language you desire on your website change the color of your logo so as you can see i’m gon na choose a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be contacted via phone email social networks chat or types and below that you can add your consumer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a good pattern and listed below that you have your client fulfillment and you can see the portion of negative actions or favorable reactions even neutral actions and the overall reactions that you have actually gotten on the best 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 include it over here and it’s gon na offer you a great little tip on your basic dashboard 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 say let’s arrange them by their status and now you can see urgent and high 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 sort of tickets you wish to see if you wish to see the tickets that are appointed to a particular 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 contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a general type of details tab which enables you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your options tab and below the solutions tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Side Conversations

see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your different channels of communication you can also view your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much performance each representative has you can view 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 particular classification what sort of ticket this is you can change its status you can set its concern and you can also set what sort of query it is so what type of concern it is you can also designate a specific representative to this inquiry so you can just add a note essentially respond

 

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 customer so it’s immediately going to type 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 out that and now i have actually responded to this consumer you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of action you require to offer 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 starting with us orders and refunds details gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see 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 just gon na as a sample just select this ticket clearly the concern is different however i’m just selecting this as a sample and now i’m just going to choose 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 solutions and canned forms so you’re going to click recommended solutions and you can see different articles that are a pre-written answer to a client question and you can simply insert that pre-written information into your response and send it without having to

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retype the same sort of responses again and again so this is a really simple formula for your representatives to follow so they can easily react to emails so another great function that freshdesk truly supplies is developing groups so if you click on groups in the admin area you can create various groups for different functions so if a ticket and a concern is related to billing you can designate a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this sort of billing ticket other than that you can also appoint various in the group area you can also appoint different tickets to different groups and when 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 consumer escalations where customers might have elevated a specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you guys in the next video Freshdesk Side Conversations