Freshdesk Training Academy – effortless omnichannel service

So we are talking about…Freshdesk Training Academy…you can use freshdesk for customer service 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 soon as you sign up you’re gon na get started which will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can validate your email and listed below that you can see you can add your language whatever kind of language you want on your site 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 also change 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 support channel so how you can be contacted through phone email social networks chat or kinds and below that you can add 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 invite someone to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard 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 provide you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and below that you have your customer complete satisfaction and you can see the portion of favorable reactions or unfavorable responses even neutral responses and the overall actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a great little reminder 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 simply say let’s sort 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 type of tickets you wish to see if you want to see the tickets that are designated 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 companies so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a basic type of information tab which enables you to view your email marketing your legal requirements

Get Freshdesk Training Academy support, customer, ticket, software, zendesk,

your service associated announcements so if there is something that is type of miscellaneous you will find it in your options 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 extensive ticket analysis and you can likewise see your ticket volume patterns so you can Freshdesk Training Academy

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 reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what type of development you have actually made what turning points that you have reached and how much productivity each agent has you can see 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 specific classification what kind of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what type of question it is you can likewise designate a specific agent to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just 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 add this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have actually responded to this customer you can also delete your responses 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 a business that’s running this ticketing service and you have a comparable type of reaction you require to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general beginning with us orders and refunds info presents and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is often asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different however i’m just picking 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 suggested solutions and canned forms so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer concern and you can just place that pre-written details into your action and send it without having to

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

retype the exact same sort of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to emails so another excellent function that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce different groups for various functions so if an issue and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group and that person could define their function and make them the leader of this kind of billing ticket aside from that you can also assign various in the group section you can also assign 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 customer escalations where clients might have raised a specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you people in the next video Freshdesk Training Academy

 

 

Freshdesk Training Academy – effortless omnichannel service

So we are talking about…Freshdesk Training Academy…you can utilize freshdesk for client service so let’s begin 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 soon as you register you’re gon na get going which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can confirm your email and below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be called through phone email social media chat or types and below that you can add your client support email so if someone is going to be contacting you you can set that e-mail 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 offering the tickets for you you can invite them over here successive 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 reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and listed below that you have your customer satisfaction and you can see the percentage of positive responses or unfavorable reactions even neutral responses and the total responses that you have actually received on the right side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na give you a great little reminder on your basic dashboard 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 immediate 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 type of tickets you want to see if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have actually called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your services tab so your option tab is a general type of information tab which enables you to see your e-mail marketing your legal requirements

Get Freshdesk Training Academy support, customer, ticket, software, zendesk,

your service related announcements so if there is something that is sort of various you will find it in your solutions tab and below the options tab you have your reports and analytics 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 an assistance desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Training Academy

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the details of a specific staff 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 sort of development you have actually made what turning points that you have actually reached and just how much productivity each agent has you can view that from over here returning into tickets i’m going to reveal you how you can solve 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 specific category what kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of query it is so what kind of question it is you can likewise assign a particular agent to this inquiry so you can simply include a note basically respond

 

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 reply to the client so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually replied to this client you can also delete your reactions 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 similar type of reaction 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 classifications you have general starting with us orders and refunds info gifts and vouchers and realities 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 question that is typically asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the concern 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click recommended services and you can see different short articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your action and send it without having to

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

retype the exact same type of responses again and again so this is a very simple formula for your agents to follow so they can quickly react 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 purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve appointed myself in this group which individual might specify their role and make them the leader of this sort of billing ticket other than that you can likewise assign different in the group section you can also assign various 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 customers might have raised a certain situation 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 practical and i’ll capture you men in the next video Freshdesk Training Academy