So we are talking about…Freshdesk Vs Zoho Crm…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na start and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your email and listed below that you can see you can add 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 below that you can also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be contacted through phone email social networks chat or types and below that you can include your customer assistance email so if somebody is going to be contacting you you can set that email over here and next up you can welcome somebody 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 welcome them over here next up over here we have our control panel our dashboard shows 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 offer you a chart that shows 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 consumer fulfillment and you can see the portion of positive reactions or unfavorable reactions even neutral responses and the overall actions that you have received on the right side you’re gon na have your order of business so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a great little reminder on your basic control panel 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 arrange them by their status and now you can see urgent and high ones will be on the leading however 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 sort of tickets you want to see 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 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 gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your option tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your reports and analytics reports are the basic general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Freshdesk Vs Zoho Crm
see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the information of a certain team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of progress you have actually made what milestones that you have reached and just how much efficiency each agent has you can see 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 add tags you can put it in a particular category what type of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of concern it is you can likewise assign a particular representative to this question so you can just add a note essentially reply
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 upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have responded to this client you can likewise erase your responses within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of reaction you need to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have general starting with us orders and refunds information presents and vouchers and truths 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 how long will delivery take that’s a question that is frequently asked you can just 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 simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned kinds so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a consumer question and you can just place that pre-written details into your reaction and send it without needing to
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retype the exact same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to e-mails so another excellent feature that freshdesk really provides is creating groups so if you click groups in the admin area you can produce different groups for different purposes so if an issue and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group which individual might define their function and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group section you can likewise designate various tickets to different groups and when 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 consumer escalations where consumers might have elevated a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you people in the next video Freshdesk Vs Zoho Crm