Freshdesk Vs Jira – effortless omnichannel service

So we are talking about…Freshdesk Vs Jira…you can utilize freshdesk for customer service so let’s get started 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 information and sign up for totally free as quickly as you register you’re gon na begin which will load your basic control panel 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 personalize your assistance desk you can verify your e-mail and listed below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and below that you can include your customer 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 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 shows 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good trend and listed below that you have your customer complete satisfaction and you can see the portion of negative responses or positive responses even neutral actions 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 add to your order of business you’re gon na add 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 move on to tickets you can arrange your tickets over here so let’s just say let’s arrange 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 right side you can see over here you can filter out what type of tickets you want to see if you wish 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 below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their email addresses uh their business 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 sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Freshdesk Vs Jira

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or two what is the increase 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 representative productivity support operation and your basic account settings over here you can view the progress or the information of a specific employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what kind of development you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can view 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 specific category what type of ticket this is you can change its status you can set its priority and you can likewise set what type of query it is so what type of question it is you can also assign a specific agent to this question so you can simply add a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 customer so it’s instantly going to type in 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 out that and now i have responded to this client 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 an organization that’s running this ticketing service and you have a similar sort of response you require to provide 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 categories you have general getting going with us refunds and orders info gifts and vouchers 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 for how long will shipment take that’s a question that is typically asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m just picking 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 solutions and canned types so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a consumer question and you can just place that pre-written details into your action and send it without needing to

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retype the same type of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk truly supplies is producing groups so if you click groups in the admin section you can produce various groups for different functions so if a ticket and an issue is connected to billing you can assign a group member so over here i’ve appointed myself in this group and that individual might define their role and make them the leader of this sort of billing ticket besides that you can also assign different in the group section you can also assign various tickets to various groups and once 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 client escalations where consumers may have raised a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you people in the next video Freshdesk Vs Jira