Ian Oliver Freshdesk – effortless omnichannel service

So we are talking about…Ian Oliver Freshdesk…you can utilize freshdesk for customer support so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na begin and that will load your basic control panel 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 personalize your aid desk you can verify your email and below that you can see you can add your language whatever kind of language you want on your site change 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 likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na pick your support channel so how you can be contacted via phone e-mail social networks chat or types and listed below that you can include your client assistance email so if someone is going to be contacting 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 welcome them over here next up over here we have our control panel our control panel shows our

 

unsolved tickets overdue 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 shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice trend and listed below that you have your consumer satisfaction and you can see the percentage of positive responses or unfavorable reactions even neutral reactions and the overall actions that you have gotten on the best side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a great little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s sort them by their status and now you can see high and immediate ones will be on the leading however 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 kind of tickets you wish to view if you wish to see the tickets that are assigned to a specific 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 listed below that you have your basic contact and companies so you can see those whichever way that you have actually called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your option tab is a general type of info tab which enables you to view your email 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 below the services tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume trends so you can Ian Oliver Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost 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 agent efficiency assistance operation and your general account settings over here you can see the progress or the details of a particular team member or a group member and listed 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 how much productivity each agent has you can view that from over here going back 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 kind of ticket this is you can change its status you can set its priority and you can likewise set what type of inquiry it is so what type of question it is you can likewise appoint a particular representative to this query 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 add this note now i’m going to reply to the consumer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send that and now i have responded to this client you can also erase 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 service that’s running this ticketing service and you have a similar sort of response you need to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have general getting started with us orders and refunds details gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various but i’m simply picking 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 replying to a customer on the bottom left you can see suggested services and canned forms so you’re going to click suggested solutions and you can see various short articles that are a pre-written answer to a customer question and you can just place that pre-written info into your reaction and send it without needing to

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retype the very same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another terrific feature that freshdesk actually supplies is developing groups so if you click on groups in the admin area you can develop various groups for different purposes so if an issue and a ticket is connected to billing you can designate a group member so over here i have actually appointed myself in this group which individual could specify their role and make them the leader of this kind of billing ticket other than that you can also designate various in the group area you can also assign different tickets to various groups and once 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 consumer escalations where customers might have elevated a specific circumstance 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 helpful and i’ll catch you people in the next video Ian Oliver Freshdesk