Heather Wells Freshdesk – effortless omnichannel service

So we are talking about…Heather Wells Freshdesk…you can use freshdesk for client service so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na begin which will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can verify your email and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na go with a pink and 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 and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted via phone e-mail social media chat or kinds 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 welcome 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 welcome them over here successive over here we have our dashboard our control panel reveals 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 give you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and listed below that you have your consumer fulfillment and you can see the percentage of favorable responses or unfavorable responses even neutral actions and the total responses that you have actually gotten on the ideal 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 good little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say 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 best side you can see over here you can filter out what kind of tickets you want to view if you wish 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 requirements and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have called 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 below that you have your solutions tab so your option tab is a basic kind of info tab which permits 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 options tab and below the services tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Heather Wells Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can see the development or the information of a particular team member or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of progress you have actually made what milestones that you have reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to show you how you can fix 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 question it is so what kind of concern it is you can likewise designate a specific agent 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 solving 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 include this note now i’m going to respond to the client so it’s immediately going to key in hi matt rogers that’s the client 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 client you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders information gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will delivery take that’s a concern that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different however i’m just picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned types so you’re going to click suggested services and you can see various posts that are a pre-written answer to a consumer question and you can just insert that pre-written info into your action and send it without having to

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retype the very same type of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to emails so another terrific feature that freshdesk actually supplies is creating groups so if you click groups in the admin section you can produce various groups for various purposes so if an issue and a ticket is associated with billing you can designate a group member so over here i have actually designated myself in this group which individual might specify their function and make them the leader of this sort of billing ticket other than that you can likewise designate various in the group area you can likewise assign various 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 elevated a certain situation 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 valuable and i’ll capture you people in the next video Heather Wells Freshdesk