How To Scale Support For Users Freshdesk – effortless omnichannel service

So we are talking about…How To Scale Support For Users Freshdesk…you can utilize freshdesk for client service so let’s get going first off 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 soon as you sign up you’re gon na start which will fill your basic dashboard so when you’re getting started 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 confirm your e-mail and below that you can see you can add your language whatever type of language you want 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 likewise alter your menu color so i’m also 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 support channel so how you can be called via phone e-mail social media chat or kinds and listed below that you can add your client assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a group 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 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 offer you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your client fulfillment and you can see the portion of negative actions or positive responses even neutral reactions and the overall reactions that you have actually gotten on the best side you’re gon na have your to-do list 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 provide you a nice little reminder on your basic control panel and now on the left side we’re gon na carry on 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 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 type of tickets you want to view 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 requirements and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of information tab which permits you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have offered what is the ticket volume pattern 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 How To Scale Support For Users Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can view the progress or the information of a particular employee or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have made what milestones that you have actually reached and just 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 solve 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 classification what kind of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what type of question it is you can likewise appoint a particular representative to this inquiry so you can just include a note essentially 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 upgrade the status i’m going to add this note now i’m going to respond to the consumer so it’s automatically going to type 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 that and now i have actually replied to this customer you can also erase your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable sort of response you need to offer to each of your clients 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 going with us orders and refunds info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the question is various but i’m just selecting this as a sample and now i’m just 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 customer on the bottom left you can see suggested options and canned types so you’re going to click on suggested options and you can see different articles that are a pre-written answer to a customer concern and you can just place that pre-written details into your response and send it without having to

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retype the exact same type of responses again and again so this is a really easy formula for your agents to follow so they can easily react to emails so another fantastic function that freshdesk truly offers is developing groups so if you click groups in the admin area you can develop various groups for different functions so if a ticket and a problem is associated with billing you can appoint a group member so over here i’ve appointed myself in this group and that person might define their role and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group section you can likewise assign different tickets to different groups and when 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 might have elevated a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll capture you people in the next video How To Scale Support For Users Freshdesk