So we are talking about…Freshdesk Startup Story…you can use freshdesk for customer service so let’s start first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get going which will pack your basic dashboard so when you’re getting going 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 validate your e-mail and listed below that you can see you can include your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also alter 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 update those and next you’re gon na choose your support channel so how you can be contacted via phone e-mail social networks chat or kinds and below that you can include your customer support email so if someone is going to be contacting you you can set that email 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 offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows our
unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice trend and below that you have your client satisfaction and you can see the percentage of favorable reactions or negative responses even neutral responses and the total actions 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 include it over here and it’s gon na provide you a great 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 simply state let’s arrange them by their status and now you can see high and immediate ones will be on the leading however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you wish to see if you want 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 according to your requirements and next up listed 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 e-mail addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your solution tab is a basic type of details tab which enables you to see your email marketing your legal requirements
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your service associated statements so if there is something that is type of miscellaneous you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the fundamental general introduction of the number of 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 see your ticket volume trends so you can Freshdesk Startup Story
see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a particular employee or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have made what turning points that you have actually reached and just how much efficiency each representative has you can see 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 kind 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 agent to this query so you can simply add a note essentially respond
tto this person and now i’m going to simply 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 include this note now i’m going to reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this consumer you can also erase your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general starting with us refunds and orders details gifts and discount coupons and facts and concerns 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 shipment take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various however i’m just selecting this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested services and canned forms so you’re going to click on suggested services and you can see different articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your response and send it without needing to
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retype the same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another great function that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can develop different groups for various purposes so if a ticket and an issue is connected to billing you can assign a group member so over here i’ve assigned myself in this group which person could specify their function and make them the leader of this type of billing ticket aside from that you can likewise designate different in the group section you can also assign different tickets to different groups and when 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 customers may have raised a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you men in the next video Freshdesk Startup Story