Freshdesk Solutions Knowledge Base – effortless omnichannel service

So we are talking about…Freshdesk Solutions Knowledge Base…you can use freshdesk for client service so let’s start to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started 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 set up your account so over here and personalize your aid desk you can confirm your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called by means of phone email social networks chat or types and listed below that you can include your client support e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsolved tickets overdue 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 worse it’s going to reveal you a great pattern and below that you have your consumer complete satisfaction and you can see the portion of positive actions or negative reactions even neutral responses and the total reactions that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na provide you a good little pointer 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 say let’s arrange them by their status and now you can see immediate and high ones will be on the top 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 wish to view if you wish to see the tickets that are appointed 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 needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have contacted individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your option tab is a basic kind of information tab which allows you to see your email marketing your legal requirements

Get Freshdesk Solutions Knowledge Base support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the options tab you have your reports and analytics reports are the standard 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 an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Freshdesk Solutions Knowledge Base

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or reduce 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 team channels workflow agent productivity assistance operation and your general account settings over here you can view the development or the details 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 progress you have actually made what milestones 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 reveal 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 add tags you can put it in a particular category what type of ticket this is you can change its status you can set its concern and you can likewise set what type of query it is so what kind of question it is you can likewise designate a particular agent to this query so you can simply include a note generally reply

 

tto this person and now i’m going to just tell them i will be fixing 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 client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have responded to this consumer you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of response you require to give to each of your consumers 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 starting with us refunds and orders details presents and vouchers and facts 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 how long will shipment take that’s a concern that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is various however i’m simply picking this as a sample and now i’m just going to select 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 solutions and canned types so you’re going to click recommended options and you can see various articles that are a pre-written answer to a consumer concern and you can simply place that pre-written information into your action and send it without having to

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

retype the very same kind of responses again and again so this is a very easy formula for your agents to follow so they can easily respond to emails so another great function that freshdesk really supplies is creating groups so if you click on groups in the admin section you can develop different groups for various functions so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that person could specify their role and make them the leader of this sort of billing ticket aside from that you can likewise designate various in the group area you can likewise appoint 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 consumer escalations where customers may have elevated a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll catch you guys in the next video Freshdesk Solutions Knowledge Base

 

 

Freshdesk Solutions Knowledge Base – effortless omnichannel service

So we are talking about…Freshdesk Solutions Knowledge Base…you can use freshdesk for customer support so let’s begin first of all you’re gon na start your totally free 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 begin which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your e-mail and listed below that you can see you can add 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 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 called via phone e-mail social media chat or kinds and listed below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

 

unsettled tickets overdue 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 better or even worse it’s going to reveal you a good pattern and listed below that you have your consumer fulfillment and you can see the percentage of negative actions or positive responses even neutral actions and the overall responses that you have actually gotten on the best side you’re gon na have your to-do list so something that you need 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 reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just 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 wish to see the tickets that are assigned 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 successive 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 e-mail 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 solution tab is a basic kind of details tab which allows you to see your email marketing your legal requirements

Get Freshdesk Solutions Knowledge Base support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is type of miscellaneous you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the standard general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume trends so you can Freshdesk Solutions Knowledge Base

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance support operation and your general account settings over here you can view the progress or the details of a specific team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have reached and how much productivity each representative 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 specific classification what sort 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 designate a particular representative to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to just 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 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 type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this client you can likewise erase 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 similar sort of action you need to offer 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 basic starting with us refunds and orders details presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a question that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample just select this ticket clearly the concern is different but i’m just choosing this as a sample and now i’m just going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your response and send it without needing to

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

retype the exact same type 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 fantastic feature that freshdesk truly offers is developing groups so if you click groups in the admin area you can produce various groups for various purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this kind of billing ticket other than that you can also assign various in the group area you can also designate different tickets to various groups and once you’ve 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 consumers might have elevated a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Freshdesk Solutions Knowledge Base