Help Center Freshdesk Guide – effortless omnichannel service

So we are talking about…Help Center Freshdesk Guide…you can use freshdesk for customer care so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you register you’re gon na begin and that will load your basic dashboard so when you’re getting started 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 confirm your email and below that you can see you can add your language whatever type of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be called via phone email social networks chat or types and listed below that you can add your client assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our dashboard our control panel shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your customer fulfillment and you can see the portion of favorable responses or negative actions even neutral actions and the total actions that you have received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na provide you a good little reminder 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 urgent and high ones will be on the top 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 want to see if you want to see the tickets that are designated 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 requirements and successive below that you have your basic contact and companies so you can see those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your options tab so your solution tab is a general kind of information tab which permits you to see your e-mail 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 listed below the solutions tab you have your reports and analytics reports are the standard general summary of the number of 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 likewise view your ticket volume patterns so you can Help Center Freshdesk Guide

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent performance support operation and your basic account settings over here you can see the progress or the information of a particular employee or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what turning points that you have reached and just how much efficiency each representative has you can view that from over here going back 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 specific classification what sort of ticket this is you can alter its status you can set its priority and you can also set what type of inquiry it is so what kind of question it is you can likewise assign a particular agent to this inquiry so you can just include a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 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 problem with your item i’m just going to send out 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 erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of response you need to provide to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have actually general getting going with us orders and refunds details gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket clearly the concern is different but i’m simply selecting 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 responding to a customer on the bottom left you can see recommended options and canned forms so you’re going to click on suggested solutions and you can see various short 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 needing to

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retype the very same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another fantastic function that freshdesk actually offers is creating groups so if you click on groups in the admin section you can create various groups for different functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that individual might specify their function and make them the leader of this kind of billing ticket aside from that you can likewise appoint different in the group section you can likewise assign various tickets to different groups and once 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 consumers might have raised a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you people in the next video Help Center Freshdesk Guide