Ian Chaplin Freshdesk – effortless omnichannel service

So we are talking about…Ian Chaplin Freshdesk…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na get started which will pack 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 individualize your assistance desk you can verify your email and listed below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na select your support channel so how you can be called via phone email social networks chat or types and listed below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your team 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 successive over here we have our dashboard our control panel shows our

 

unsolved 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 chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a nice pattern and below that you have your client satisfaction and you can see the percentage of negative reactions or positive responses even neutral reactions and the overall reactions that you have actually received on the right 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 include it over here and it’s gon na give you a nice little pointer on your basic control panel and now on the left side we’re gon na move on 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 high and urgent 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 sort of tickets you wish to see if you want to see the tickets that are appointed 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 view those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your option tab is a general type of details tab which permits 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 kind of various you will discover it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the basic 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 aid desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Ian Chaplin Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the information of a specific employee or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what type of progress you have actually made what turning points that you have reached and how much performance each representative has you can view that from over here returning into tickets i’m going to reveal 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 specific classification what sort of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what kind of question it is you can also appoint a particular agent to this question so you can just include a note generally reply

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer 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 responded to this consumer you can also delete your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable type of reaction you require 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 classifications you have general beginning with us orders and refunds information presents and coupons and facts and concerns 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 shipment take that’s a question that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the concern is various but i’m just choosing 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 replying to a consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click suggested options and you can see various articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your response and send it without needing to

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retype the very same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk really supplies is producing groups so if you click on groups in the admin section you can produce different groups for various purposes so if a concern and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group which person might define their function and make them the leader of this type of billing ticket other than that you can also designate different in the group area you can also 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 consumers might have raised a certain situation 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 valuable and i’ll capture you guys in the next video Ian Chaplin Freshdesk