Hilarie Koplow-mcadams Freshdesk – effortless omnichannel service

So we are talking about…Hilarie Koplow-mcadams Freshdesk…you can utilize freshdesk for client service so let’s get going first off 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 totally free as quickly as you register you’re gon na get started and that will fill your basic dashboard 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 e-mail and listed below that you can see you can include your language whatever type of language you want on your site change the color of your logo 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 also gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be called via phone e-mail social media chat or kinds and below that you can include your consumer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard 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 give you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a good trend and below that you have your client satisfaction and you can see the percentage of positive responses or negative responses even neutral reactions and the overall reactions that you have actually gotten on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little reminder 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 say let’s sort 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 type of tickets you wish to see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with people 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 below that you have your options tab so your option tab is a general sort of information tab which permits 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 solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental 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 an aid desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Hilarie Koplow-mcadams Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can see the development or the information of a certain team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have made what turning points that you have reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to show you how you can deal with 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 specific category what kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of question it is so what type of question it is you can likewise designate a specific agent to this query so you can just include a note essentially reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually replied to this client you can also erase your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable type of response you need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have basic getting started with us refunds and orders information presents and discount coupons and realities and concerns 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 how long will delivery take that’s a question that is typically asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is different however i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned kinds so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a client question and you can simply place that pre-written information into your reaction and send it without needing to

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retype the same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily respond to emails so another fantastic feature that freshdesk really provides is producing groups so if you click groups in the admin area you can develop various groups for various purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i have actually assigned myself in this group which individual could specify their function and make them the leader of this type of billing ticket besides that you can likewise designate various in the group area you can likewise assign different tickets to various 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 might have elevated a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and handy and i’ll catch you people in the next video Hilarie Koplow-mcadams Freshdesk