Freshdesk Sso – effortless omnichannel service

So we are talking about…Freshdesk Sso…you can use freshdesk for client service so let’s begin first off 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 free as quickly as you register you’re gon na get started and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can verify your email and listed below that you can see you can add 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 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 must 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 through phone email social networks chat or types and listed below that you can add your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up 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 graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client complete satisfaction and you can see the percentage of favorable actions or negative actions even neutral actions and the overall actions that you have actually gotten on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a nice 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 say 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 sort of tickets you wish to view if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up below that you have your basic contact and business so you can see those whichever way that you have contacted people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your solution tab is a general type of details tab which permits 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 kind of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Freshdesk Sso

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or so 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 representative efficiency support operation and your basic account settings over here you can view the progress or the details of a certain team member or a group member and listed below that you can see your different channels of interaction you can likewise view your workflow and what kind of development you have made what milestones 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 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 classification what kind of ticket this is you can alter its status you can set its priority and you can likewise set what sort of query it is so what kind of concern it is you can likewise assign a particular agent to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to reply to the consumer so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have responded to this customer you can likewise delete your responses within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar kind of response you require to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic starting with us refunds and orders details presents and discount coupons and realities and concerns 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 concern that is typically asked you can simply release this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket certainly the question is different however i’m simply choosing this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned kinds so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without needing to

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retype the exact same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily respond to emails so another great function that freshdesk actually offers is developing groups so if you click groups in the admin section you can develop various groups for different functions so if an issue and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group which person might define their function and make them the leader of this type of billing ticket besides that you can also assign different in the group area you can likewise assign various 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 consumers may have elevated a specific situation 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 capture you men in the next video Freshdesk Sso