So we are talking about…Freshdesk Vs Zendesk 2020…you can use freshdesk for customer service so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na begin which will fill 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 customize your help desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise alter 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 via phone e-mail social networks chat or forms and listed below that you can add your customer assistance e-mail 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 group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows 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 offer you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a good pattern and below that you have your customer satisfaction and you can see the percentage of positive reactions or unfavorable reactions even neutral reactions and the total reactions that you have actually received on the ideal side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a good little pointer 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 say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 view if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your service tab is a basic kind of info tab which enables you to view your email marketing your legal requirements
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your service associated statements so if there is something that is type of various you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the basic general overview 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 extensive ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Vs Zendesk 2020
see on the best 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 getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance 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 type of development you have actually made what milestones that you have actually reached and how much efficiency each representative has you can see 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 particular classification what kind of ticket this is you can change its status you can set its top priority and you can also set what type of query it is so what kind of question it is you can likewise designate a specific agent to this question so you can simply include a note generally respond
tto this person and now i’m going to simply tell them i will be solving 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 consumer so it’s immediately going to type in hi matt rogers that’s the customer 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 responded to this client you can also delete your actions within 10 seconds so if you make a mistake you can delete 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 sort of reaction you need to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general getting started 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 currently offered and let’s see for how long will shipment take that’s a concern that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is different however i’m simply 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 recommended services and canned kinds so you’re going to click recommended options and you can see various articles that are a pre-written answer to a client question and you can simply insert that pre-written information into your action and send it without needing to
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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another great function that freshdesk actually offers is developing groups so if you click on groups in the admin section you can create different groups for various purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group and that individual could define their function and make them the leader of this kind of billing ticket other than that you can also appoint different in the group area you can likewise designate various tickets to different 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 customers may have raised a specific situation 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 capture you guys in the next video Freshdesk Vs Zendesk 2020