Hours Of Operation Freshdesk – effortless omnichannel service

So we are talking about…Hours Of Operation Freshdesk…you can use freshdesk for customer support so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you sign up you’re gon na get going which will pack your basic control panel so when you’re starting 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 confirm your e-mail and listed below that you can see you can add your language whatever type of language you want on your website alter the color of your logo so as you can see i’m gon na opt for 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 must 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 contacted through phone e-mail social networks chat or forms and below that you can include your client support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone 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 invite them over here successive over here we have our control panel our control panel reveals our

 

unsolved 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 give you a chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your client complete satisfaction and you can see the portion of positive reactions or negative responses even neutral responses and the total reactions that you have gotten 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 provide you a good little tip on your basic control panel 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 arrange 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 ideal side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have actually called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a basic sort of details tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your options tab and below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Hours Of Operation Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can view the development or the information of a certain staff member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what kind of progress you have actually made what milestones that you have actually reached and how much efficiency each agent has you can view that from over here going back into tickets i’m going to show you how you can fix 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 type of ticket this is you can alter its status you can set its concern and you can also set what type of query it is so what kind of concern it is you can likewise appoint a particular representative to this query so you can just add a note essentially respond

 

tto this person and now i’m going to simply 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 reply to the client so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this consumer you can likewise delete 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 company that’s running this ticketing service and you have a comparable type of reaction you require to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general starting with us refunds and orders information gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see for how long will shipment take that’s a concern that is typically asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the question is various but i’m just choosing this as a sample and now i’m simply going to choose 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 recommended services and canned kinds so you’re going to click on recommended solutions and you can see different short articles 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 same sort of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to emails so another fantastic feature that freshdesk actually supplies is creating groups so if you click groups in the admin section you can create different groups for different purposes so if an issue and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which person might define their function and make them the leader of this kind of billing ticket besides that you can likewise designate various in the group section you can also 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 customers may have raised a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you men in the next video Hours Of Operation Freshdesk