Freshdesk Submit Expander – effortless omnichannel service

So we are talking about…Freshdesk Submit Expander…you can use freshdesk for customer support so let’s get going to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you sign up you’re gon na get going and that will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever type of language you want on your website change the color of your logo 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 need to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted via phone e-mail social networks chat or types and below that you can add your customer support e-mail 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 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 control panel reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that shows 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 below that you have your client fulfillment and you can see the portion of unfavorable reactions or favorable reactions even neutral responses and the total reactions 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 include it over here and it’s gon na provide you a nice little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort 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 right side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual 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 companies so you can see those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their business titles their contact number 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 general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you may 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 view your ticket volume patterns so you can Freshdesk Submit Expander

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so 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 basic administrative settings your group channels workflow representative productivity support operation and your general 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 different channels of communication you can also see your workflow and what sort of development you have actually made what milestones that you have actually reached and how much productivity each representative has you can see that from over here returning into tickets i’m going to reveal 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 top priority and you can likewise set what sort of inquiry it is so what kind of question it is you can also designate a particular representative to this inquiry so you can just include a note generally respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern 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 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 item i’m simply going to send out that and now i have responded to this customer you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of action you require to offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders information gifts 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 offered and let’s see the length of time 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 simply gon na as a sample just choose this ticket clearly the concern is various however i’m just choosing 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 client on the bottom left you can see suggested options and canned types so you’re going to click recommended solutions and you can see various posts that are a pre-written answer to a consumer question and you can simply place that pre-written info into your response and send it without having to

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retype the same kind of answers again and again so this is a really simple formula for your agents to follow so they can quickly react to emails so another fantastic function that freshdesk really supplies is producing groups so if you click on groups in the admin section 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 designated myself in this group and that individual might define their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint various in the group area you can likewise assign different 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 consumers might have raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you guys in the next video Freshdesk Submit Expander