Help Desk Itil Graphic Freshdesk – effortless omnichannel service

So we are talking about…Help Desk Itil Graphic Freshdesk…you can use freshdesk for customer service so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na begin and that will pack your basic control panel 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 assistance desk you can confirm your email and listed below that you can see you can add your language whatever kind of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for 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 need to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be contacted by means of phone e-mail social media chat or types and below that you can include your consumer assistance email so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our dashboard shows our

 

unsolved 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 graph that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and below that you have your customer complete satisfaction and you can see the portion of unfavorable responses or favorable reactions even neutral actions and the overall reactions that you have actually received on the best 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 add it over here and it’s gon na give you a nice little suggestion on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high 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 type of tickets you wish to see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually called people you can see their e-mail addresses uh their business 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 service tab is a basic type of details tab which allows 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 various you will find it in your options tab and below the solutions tab you have your reports and analytics reports are the basic general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Help Desk Itil Graphic Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the progress or the information of a certain team member or a group member and below that you can see your various channels of interaction you can also view your workflow and what kind of development you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal 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 category what type of ticket this is you can alter its status you can set its top priority and you can also set what sort of question it is so what type of concern it is you can also assign a specific agent to this inquiry so you can simply include a note essentially reply

 

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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have actually responded to this consumer you can also delete your actions within 10 seconds so if you slip up 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 kind of response you need to offer to each of your clients 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 started with us refunds and orders info presents and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is different but i’m just picking this as a sample and now i’m just 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 client on the bottom left you can see suggested services and canned forms so you’re going to click suggested options and you can see different posts that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your reaction and send it without having to

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retype the exact same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily respond to emails so another fantastic feature that freshdesk truly supplies is developing groups so if you click groups in the admin section you can develop different groups for different purposes so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that person could specify their function and make them the leader of this sort of billing ticket aside from that you can also designate different in the group section you can likewise 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 client escalations where clients might have elevated a certain scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you men in the next video Help Desk Itil Graphic Freshdesk