Hiding Portions Of Freshdesk Helpcenter Using User Segments – effortless omnichannel service

So we are talking about…Hiding Portions Of Freshdesk Helpcenter Using User Segments…you can use freshdesk for client service so let’s get started first of all you’re gon na start 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 sign up you’re gon na begin which will fill 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 help desk you can confirm your e-mail and below that you can see you can include your language whatever kind of language you want on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change 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 select your assistance channel so how you can be contacted through phone email social media chat or types and listed below that you can include your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel 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 offer you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and listed below that you have your consumer fulfillment and you can see the percentage of positive responses or unfavorable reactions even neutral reactions and the total responses that you have actually gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a good little suggestion on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 kind of tickets you wish 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 as per your requirements and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your option tab is a general type of information tab which allows you to see your email 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 services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Hiding Portions Of Freshdesk Helpcenter Using User Segments

see on the best side you have your today’s ticket inside so the number of tickets you might have offered approximately 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 representative performance assistance operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of development you have actually made what turning points that you have actually 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 include tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of question it is so what kind of concern it is you can likewise assign a particular representative to this question so you can simply add a note generally reply

 

tto this person and now i’m going to just 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 respond to the client so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have responded to this consumer 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 service that’s running this ticketing service and you have a similar sort 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 categories you have basic getting started with us refunds and orders info presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will shipment take that’s a question that is typically asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the question is various however 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 responding to a consumer on the bottom left you can see recommended options and canned types so you’re going to click on recommended solutions and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written info into your response and send it without needing 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 quickly react to emails so another fantastic function that freshdesk actually provides is producing groups so if you click groups in the admin section you can develop various groups for different functions so if a problem and a ticket is related 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 kind of billing ticket other than that you can also appoint various in the group area you can likewise designate different tickets to various groups and once 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 customer escalations where consumers might have elevated a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you people in the next video Hiding Portions Of Freshdesk Helpcenter Using User Segments