Goruck Freshdesk – effortless omnichannel service

So we are talking about…Goruck Freshdesk…you can use freshdesk for client service so let’s get going first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get going which will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can validate your email and below that you can see you can include your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also 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 update those and next you’re gon na select your support channel so how you can be called through phone email social media chat or types and below that you can include your customer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel 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 provide you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great trend and below that you have your consumer complete satisfaction and you can see the portion of favorable responses or unfavorable actions even neutral reactions and the total responses that you have received on the ideal side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a nice little pointer 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 simply state let’s sort them by their status and now you can see high and urgent ones will be on the leading nevertheless the other ones will be on the bottom now next up on the right side you can see over here you can filter out what kind of tickets you wish to see 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 according to your requirements and next up listed below that you have your basic contact and companies so you can see those whichever way that you have called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your option tab is a general sort of information tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your services tab and below the services tab you have your analytics and reports reports are the standard general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Goruck Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered 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 general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can see the development or the details of a certain team member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what sort of development you have actually made what turning points that you have actually 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 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 specific category what type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what kind of question it is you can also appoint a particular representative to this question so you can simply include a note basically reply

 

tto this person and now i’m going to just 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 include this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have responded to this customer you can also erase your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable kind of action you need to provide to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general beginning with us refunds and orders info gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see for how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket obviously the concern is different however i’m simply picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended 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 response and send it without having to

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retype the exact same kind of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily react to e-mails so another excellent feature that freshdesk really offers is creating groups so if you click groups in the admin section you can develop different groups for different functions so if an issue and a ticket is connected to billing you can assign a group member so over here i have actually appointed myself in this group which person could define their role and make them the leader of this sort of billing ticket besides that you can likewise designate different in the group section you can also appoint various tickets to different groups and as soon as 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 clients may have raised a specific situation 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 practical and i’ll catch you guys in the next video Goruck Freshdesk