Freshdesk Views – effortless omnichannel service

So we are talking about…Freshdesk Views…you can use freshdesk for customer service so let’s get going to begin with 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 totally free as quickly as you register you’re gon na get started 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 assistance desk you can validate your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your site change 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 must make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be called through phone e-mail social networks chat or types and listed below that you can add your consumer support email 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 group so if you have a team that is working for you if someone 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 shows our

 

unresolved 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 reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and listed below that you have your customer satisfaction and you can see the portion of negative responses or positive actions even neutral actions and the total reactions that you have received on the best 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 include it over here and it’s gon na offer you a nice little tip 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 just state let’s arrange them by their status and now you can see high and immediate ones will be on the top 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 kind of tickets you want 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 view them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your option tab is a general sort of details tab which permits you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will find it in your services tab and below the options tab you have your reports and analytics reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Freshdesk Views

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the development or the details of a specific team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of development you have made what turning points that you have actually reached and how much efficiency each agent has you can view 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 add tags you can put it in a specific classification what kind of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what kind of question it is you can likewise appoint a specific representative to this question so you can simply include a note generally respond

 

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 reply to the consumer so it’s automatically going to key in hi matt rogers that’s the customer 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 erase your reactions within 10 seconds so if you slip up 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 similar kind of response you require to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have general getting started with us orders and refunds info gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will delivery take that’s a question that is typically asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly 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 reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended solutions and canned types so you’re going to click suggested services and you can see different articles that are a pre-written answer to a customer concern and you can simply place that pre-written details into your reaction and send it without having to

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retype the same kind of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to e-mails so another fantastic function that freshdesk actually provides is producing groups so if you click groups in the admin area you can produce various groups for different functions so if a problem and a ticket is related 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 type of billing ticket besides that you can also assign various in the group area 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 client escalations where consumers might have raised a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll capture you guys in the next video Freshdesk Views