Helpcenter.User.Role Freshdesk – effortless omnichannel service

So we are talking about…Helpcenter.User.Role Freshdesk…you can use freshdesk for customer care so let’s get started first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na get started and that will pack your basic control panel so when you’re starting 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 confirm your e-mail 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 go with 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 should make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and below that you can include your client assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody 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 successive over here we have our dashboard our control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a great pattern and listed below that you have your consumer fulfillment and you can see the portion of favorable actions or unfavorable reactions even neutral actions and the overall actions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a nice little suggestion on your basic dashboard 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 immediate and high 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 sort of tickets you want to view if you wish to see the tickets that are appointed 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 needs and next up below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your solution tab is a basic type of details tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and listed below the options 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 pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Helpcenter.User.Role Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or decrease 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 performance assistance operation and your general account settings over here you can see the development or the information of a particular team member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what sort of progress you have actually made what milestones that you have reached and just how much efficiency each representative has you can see 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 add tags you can put it in a particular category what type 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 question it is you can also assign a particular agent to this query so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing 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 respond to the consumer so it’s immediately going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually replied to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can delete 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 sort of action you require to offer 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 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 for how long will shipment take that’s a question that is frequently asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the question is different but i’m simply choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see suggested services and canned types so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer concern and you can simply insert that pre-written info into your response 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 simple formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk actually supplies is developing groups so if you click groups in the admin area you can create different groups for different functions so if a ticket and a problem is connected to billing you can appoint a group member so over here i have actually assigned myself in this group and that individual could define their function and make them the leader of this type of billing ticket other than that you can also designate various in the group section you can likewise appoint various 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 customer escalations where customers may have raised a specific scenario 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 handy and i’ll capture you men in the next video Helpcenter.User.Role Freshdesk