Freshdesk Web Forms – effortless omnichannel service

So we are talking about…Freshdesk Web Forms…you can use freshdesk for customer service so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you sign up you’re gon na get started which will load your basic dashboard so when you’re beginning 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 design so as you can see i’m gon na choose 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 need to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone email social networks chat or forms and below that you can include your consumer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your team so if you have a team 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 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 give you a graph that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great trend and below that you have your client fulfillment and you can see the portion of positive reactions or negative responses even neutral actions and the total actions 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 to-do list you’re gon na include it over here and it’s gon na give you a good little tip on your basic control panel 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 state let’s arrange them by their status and now you can see urgent and high 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 type of tickets you wish to view 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 based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have called people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your solution tab is a general type of info tab which permits you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is type 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 standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Freshdesk Web Forms

see on the right side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your general account settings over here you can view the progress or the details of a particular employee or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have made what turning points that you have reached and just 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 include tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its priority and you can likewise set what type of inquiry it is so what kind of concern it is you can also assign a particular representative to this inquiry so you can simply add a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 consumer so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send that and now i have responded to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar sort of response you require to offer 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 actually general starting with us refunds and orders information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is often asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is different however i’m simply picking this as a sample and now i’m simply going to choose 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 suggested solutions and canned kinds so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a consumer concern and you can simply place that pre-written details into your response and send it without needing to

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retype the exact same sort of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another excellent feature that freshdesk actually supplies is developing groups so if you click on groups in the admin area you can create different groups for various purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise designate different in the group area you can likewise assign different tickets to various groups and when 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 consumers might have raised a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you men in the next video Freshdesk Web Forms