Github Freshdesk Maxwell – effortless omnichannel service

So we are talking about…Github Freshdesk Maxwell…you can use freshdesk for customer service so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you register you’re gon na get started and that will fill your basic control panel so when you’re getting started 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 type of language you want 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 therefore you can upgrade those and next you’re gon na pick your support channel so how you can be contacted by means of phone e-mail social networks chat or forms and below that you can add your consumer support 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 team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard 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 reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and below that you have your client complete satisfaction and you can see the portion of favorable responses or unfavorable actions even neutral responses and the total reactions that you have received on the best side you’re gon na have your order of business 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 provide you a good little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see immediate 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 kind of tickets you wish to see if you want 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 based on your needs and successive listed below that you have your basic contact and business so you can view those whichever way that you have contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a general type of information tab which enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your solutions tab and below the options tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Github Freshdesk Maxwell

see on the best side you have your today’s ticket inside so the number of tickets you may 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 general administrative settings your group 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 various channels of communication you can likewise view your workflow and what sort of development you have actually made what turning points that you have 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 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 include tags you can put it in a particular classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of query it is so what kind of concern it is you can also assign a specific representative to this inquiry so you can just add a note basically 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 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 issue with your item i’m just 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 slip up you can delete them within a couple of 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 action you need to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic getting started with us refunds and orders information presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see for how long will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is different however i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned forms so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a client question and you can just place that pre-written information into your action and send it without having to

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retype the same sort of responses again and again so this is a really easy formula for your agents to follow so they can easily react to e-mails so another excellent function that freshdesk truly provides is creating groups so if you click on groups in the admin section you can produce various groups for different functions so if a ticket and an issue is related to billing you can assign a group member so over here i have actually appointed myself in this group and that individual could define their function and make them the leader of this sort of billing ticket aside from that you can also assign different in the group section you can also assign 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 customer escalations where customers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Github Freshdesk Maxwell