How To Custom A Fields In Freshdesk – effortless omnichannel service

So we are talking about…How To Custom A Fields In Freshdesk…you can use freshdesk for customer service so let’s get going first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na get started which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your site 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 need to make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can add your customer assistance email so if somebody is going to be calling 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 offering the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unresolved 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 trends so if the tickets are selling out much 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 favorable reactions or negative responses even neutral reactions and the total responses that you have gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a nice little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply say 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 type of tickets you want to view if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see 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 gotten in touch with people you can see their email addresses uh their business titles their telephone 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 info tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your options tab and below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume trends so you can How To Custom A Fields In Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can see the progress or the information of a particular staff member or a group member and below that you can see your various channels of communication you can also view your workflow and what kind of progress you have actually made what milestones that you have reached and how much performance each agent has you can see that from over here returning into tickets i’m going to reveal 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 category what sort of ticket this is you can alter its status you can set its top priority and you can also set what type of question it is so what type of concern it is you can likewise appoint a particular representative to this question so you can simply add a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 reply to the client so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have responded to this customer you can likewise erase your actions within 10 seconds so if you slip up 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 kind of reaction you need to offer to each of your customers 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 beginning with us orders and refunds info gifts 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 currently readily available and let’s see how long will delivery take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is different but i’m simply choosing this as a sample and now i’m simply going to choose 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 services and canned forms so you’re going to click recommended solutions and you can see various short articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your action and send it without needing to

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retype the same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk really supplies is creating groups so if you click on groups in the admin area you can develop different groups for different purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve designated myself in this group and that individual might define their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint different in the group area you can likewise designate various tickets to different groups and when 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 particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video How To Custom A Fields In Freshdesk