Help Scout To Freshdesk – effortless omnichannel service

So we are talking about…Help Scout To Freshdesk…you can utilize freshdesk for customer service 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 register for totally free as soon as you register you’re gon na get going which will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up 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 desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m also 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 support channel so how you can be gotten in touch with through phone email social networks chat or types and below that you can include your customer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone to your group 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 control panel our dashboard shows our

 

unresolved 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 graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good pattern and listed below that you have your client fulfillment and you can see the percentage of negative actions or positive actions even neutral reactions and the total responses that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na offer you a great 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 just state let’s sort them by their status and now you can see high and urgent ones will be on the top nevertheless 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 type of tickets you wish to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted 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 listed below that you have your options tab so your service tab is a basic sort of details tab which enables 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 type of miscellaneous you will find it in your solutions tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Help Scout To Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your general account settings over here you can view the progress or the information of a particular employee or a group member and below that you can see your various channels of interaction you can also see your workflow and what kind of progress you have made what turning points that you have actually reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal 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 classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of inquiry it is so what kind of question it is you can likewise appoint a particular representative to this question so you can simply add a note basically respond

 

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 upgrade the status i’m going to include this note now i’m going to reply to the client so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have replied to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have general getting started with us refunds and orders info presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket clearly the question is different but i’m simply choosing 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 recommended services and canned forms so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a client question and you can simply place that pre-written information 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 a really simple formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can produce different groups for various purposes so if an issue and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which individual could specify their role and make them the leader of this kind of billing ticket besides that you can likewise designate various in the group section you can likewise appoint various tickets to different groups and as soon as 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 customers may have elevated a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you people in the next video Help Scout To Freshdesk