Help Desk Software Like Freshdesk – effortless omnichannel service

So we are talking about…Help Desk Software Like Freshdesk…you can utilize freshdesk for client service 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 free as quickly as you sign up you’re gon na start which will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can validate your email and listed below that you can see you can add your language whatever sort of language you desire on your site 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 likewise alter your menu color so i’m likewise 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 select your support channel so how you can be contacted through phone e-mail social media chat or types and listed below that you can include your client assistance email so if someone is going to be calling you you can set that email over here and next up you can invite someone 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 invite them over here successive over here we have our control panel our dashboard shows our

 

unresolved tickets overdue 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 even worse it’s going to reveal you a great trend and listed below that you have your client fulfillment and you can see the percentage of unfavorable responses or positive reactions even neutral actions and the total responses that you have actually gotten on the best 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 include it over here and it’s gon na offer 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 sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate 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 want to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see 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 contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your services 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 announcements so if there is something that is sort of various you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume patterns so you can Help Desk Software Like 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 reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance support operation and your general account settings over here you can see the development or the information of a specific staff member or a group member and below that you can see your different channels of interaction you can also view your workflow and what kind of progress you have actually made what turning points that you have reached and how much efficiency each agent has you can view that from over here returning 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 include tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its concern and you can also set what kind of inquiry it is so what type of concern it is you can also appoint a specific agent to this query so you can just add a note essentially 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 reply to the customer so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually replied to this consumer you can also erase 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 action you require to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders details gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a question that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket obviously the question is various however i’m just selecting this as a sample and now i’m just 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 client on the bottom left you can see suggested options and canned types so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your reaction and send it without having to

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retype the very same sort of responses again and again so this is a really simple formula for your agents to follow so they can easily react to e-mails so another great feature that freshdesk truly provides is creating groups so if you click on groups in the admin section you can develop different groups for different purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually appointed myself in this group and that person might specify their role and make them the leader of this type of billing ticket other than that you can also designate various in the group area you can likewise assign various tickets to different 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 client escalations where consumers may have elevated a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you guys in the next video Help Desk Software Like Freshdesk