Help Center Roles Freshdesk – effortless omnichannel service

So we are talking about…Help Center Roles Freshdesk…you can use freshdesk for customer support so let’s start 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 details and sign up for free as soon as you register you’re gon na start and that will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can validate your e-mail and below that you can see you can include your language whatever type of language you want on your site change 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 must make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be called by means of phone e-mail social media chat or forms and below that you can add your client assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone 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 welcome them over here successive over here we have our dashboard our dashboard reveals our

 

unsettled 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 offer you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your customer complete satisfaction and you can see the percentage of negative reactions or positive actions even neutral reactions and the total actions that you have gotten on the right 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 add it over here and it’s gon na provide you a nice little suggestion 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 simply state let’s arrange them by their status and now you can see high and immediate ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what sort of tickets you wish to view if you wish 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 according to your requirements and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have called individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your service tab is a basic sort of information tab which enables you to see 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 find it in your options tab and below the solutions tab you have your reports and analytics reports are the basic general overview of how many tickets you may 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 view your ticket volume trends so you can Help Center Roles Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or so what is the increase or reduce 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 agent efficiency assistance operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of development you have made what turning points that you have reached and just how much performance each representative has you can view that from over here going back 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what kind of concern it is you can likewise appoint a specific agent to this inquiry so you can just add a note essentially respond

 

tto this person and now i’m going to simply 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 add this note now i’m going to reply to the client so it’s instantly 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 actually replied to this customer you can likewise delete 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 an organization that’s running this ticketing service and you have a comparable type of action you need to give 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 basic getting going with us orders and refunds information gifts and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will shipment take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket clearly the question is various but i’m simply selecting 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 customer on the bottom left you can see recommended solutions and canned types so you’re going to click recommended solutions and you can see different posts that are a pre-written answer to a customer concern and you can just place that pre-written information into your reaction and send it without needing to

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retype the exact same type of answers 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 fantastic feature that freshdesk truly offers is producing groups so if you click on groups in the admin area you can develop different groups for different purposes so if a concern and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group and that individual could define their function and make them the leader of this type of billing ticket aside from that you can likewise designate different in the group area 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 consumer escalations where consumers might have raised a specific situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll capture you people in the next video Help Center Roles Freshdesk