Freshdesk Zoho – effortless omnichannel service

So we are talking about…Freshdesk Zoho…you can use freshdesk for customer service so let’s get started 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 complimentary as quickly as you sign up you’re gon na start and that will pack your basic dashboard 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 aid desk you can validate your e-mail and listed below that you can see you can add your language whatever sort of language you desire on your website change 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 likewise gon na make that pink i guess or i ought 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 by means of phone email social networks chat or kinds and below that you can include your consumer support e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals our

 

unsettled tickets overdue 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 chart that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your client complete satisfaction and you can see the percentage of favorable actions or negative responses even neutral reactions and the overall actions that you have received on the best 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 great little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent ones will be on the top 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 sort of tickets you want to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of information 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 kind of miscellaneous you will discover it in your solutions tab and below the options tab you have your reports and analytics reports are the basic general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume trends so you can Freshdesk Zoho

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and below that you can see your various channels of communication you can also see your workflow and what kind of progress you have actually made what milestones that you have reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal you how you can resolve 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 alter its status you can set its concern and you can likewise set what kind of inquiry it is so what kind of question it is you can likewise appoint a specific agent to this question so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving 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 include this note now i’m going to respond to the customer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually replied to this customer you can likewise delete your reactions 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 kind of action you need to provide to each of your consumers 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 beginning with us orders and refunds details presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply publish this draft and then return to ticketing i’m just gon na as a sample simply select this ticket clearly the question is different however i’m just 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 responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click suggested options and you can see different articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response 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 quickly react to emails so another great feature that freshdesk truly offers is producing groups so if you click groups in the admin section you can create various groups for different functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually assigned myself in this group which individual could define their function and make them the leader of this kind of billing ticket other than that you can likewise assign various in the group area you can also assign different 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 clients may have elevated a certain scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you men in the next video Freshdesk Zoho