Holiday Triggers Freshdesk – effortless omnichannel service

So we are talking about…Holiday Triggers Freshdesk…you can utilize freshdesk for customer support so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get started and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can verify your e-mail and below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and listed 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 upgrade those and next you’re gon na choose your support channel so how you can be contacted through phone e-mail social networks chat or types and listed below that you can add your consumer 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 welcome somebody to your group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up 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 give you a graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a great trend and below that you have your client satisfaction and you can see the portion of unfavorable reactions or positive actions even neutral actions and the total actions that you have actually received on the ideal side you’re gon na have your to-do list 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 nice little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see urgent and high ones will be on the top however 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 want to see the tickets that are designated 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 below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a general sort of information tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your solutions tab and below the options tab you have your reports and analytics reports are the fundamental general introduction 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 view your ticket volume patterns so you can Holiday Triggers Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the details of a specific staff 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 development you have made what milestones that you have actually reached and just how much efficiency each representative has you can view that from over here returning 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 sort of ticket this is you can alter its status you can set its concern and you can also set what kind of question it is so what type of question it is you can also assign a specific representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 client so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send that and now i have actually replied to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable sort of reaction you require to provide 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 general starting with us orders and refunds details 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 offered and let’s see the length of time will delivery take that’s a question that is frequently asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket obviously the concern is various however i’m simply selecting 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 replying to a client on the bottom left you can see suggested solutions and canned types so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your response and send it without having to

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retype the same kind of answers again and again so this is a very easy formula for your agents to follow so they can easily respond to e-mails so another fantastic feature that freshdesk actually provides is producing groups so if you click on groups in the admin section you can produce various groups for different purposes so if an issue and a ticket is associated with billing you can assign a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this kind of billing ticket besides that you can also assign different in the group area you can likewise designate various 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 client escalations where clients may have raised a particular scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you guys in the next video Holiday Triggers Freshdesk