Freshdesk Wiki – effortless omnichannel service

So we are talking about…Freshdesk Wiki…you can utilize freshdesk for customer care 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 information and sign up for complimentary as quickly as you register you’re gon na get started and that 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 assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na go with a pink and 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 and so you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with by means of phone email social media chat or forms and listed below that you can add your customer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite 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 next up over here we have our dashboard our control panel reveals our

 

unresolved tickets past due 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 shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your consumer fulfillment and you can see the portion of favorable actions or unfavorable reactions even neutral responses and the overall reactions that you have gotten on the right side you’re gon na have your order of business 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 provide you a great little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s sort 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 sort of tickets you wish to view if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have actually called 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 below that you have your solutions tab so your service tab is a general sort of info tab which enables you to see your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the basic general overview of the number of tickets you might have offered what is the ticket volume pattern 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 Wiki

see on the best side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the information of a certain staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of progress you have made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here returning into tickets i’m going to show 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 specific category what kind of ticket this is you can alter its status you can set its concern and you can also set what sort of inquiry it is so what type of concern it is you can likewise assign a specific agent to this query so you can simply add a note essentially 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 upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m just going to send out that and now i have actually replied to this client you can likewise delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you need to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have basic beginning with us orders and refunds information gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various but 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 reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click suggested options and you can see various posts that are a pre-written answer to a consumer concern and you can just place that pre-written details into your reaction and send it without needing to

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retype the very same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to emails so another great function that freshdesk truly provides is developing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i have actually designated myself in this group which individual might define their function and make them the leader of this kind of billing ticket other than that you can also assign various in the group section you can also appoint different tickets to different groups and as soon as 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 may have elevated a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you people in the next video Freshdesk Wiki