Icabbi Freshdesk – effortless omnichannel service

So we are talking about…Icabbi Freshdesk…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na begin which will load your basic control panel so when you’re starting 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 email and below that you can see you can add your language whatever type of language you desire on your site alter the color of your logo so as you can see i’m gon na choose a pink and listed below that you can also alter your menu color so i’m also 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 choose your support channel so how you can be contacted by means of phone email social media chat or forms and listed below that you can include your client support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

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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 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 nice trend and below that you have your consumer complete satisfaction and you can see the portion of positive responses or unfavorable reactions even neutral responses and the overall reactions that you have actually gotten on the ideal 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 provide you a good little suggestion on your basic dashboard and now on the left side we’re gon na proceed 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 ideal side you can see over here you can filter out what kind of tickets you want to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per 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 gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a general sort of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general introduction of how many tickets you might 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 trends so you can Icabbi Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost 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 agent efficiency assistance operation and your basic account settings over here you can view the development or the information of a certain employee or a group member and below that you can see your various channels of communication you can also see your workflow and what sort of development you have actually made what turning points that you have reached and how much performance each agent has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 alter its status you can set its top priority and you can likewise set what type of query it is so what type of concern it is you can likewise assign a specific representative to this question so you can simply add a note basically respond

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tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 client so it’s instantly going to enter 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 that and now i have replied to this customer you can also erase your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of reaction you need to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have general beginning with us orders and refunds information gifts 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 readily available and let’s see for how long will shipment take that’s a concern that is typically asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is various 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 customer on the bottom left you can see recommended services and canned kinds so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a client question and you can simply place that pre-written details into your response and send it without needing to

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retype the exact same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can easily react to emails so another great feature that freshdesk truly provides is producing groups so if you click on groups in the admin area you can develop different groups for various functions so if a ticket and an issue is related to billing you can assign a group member so over here i’ve appointed myself in this group which person could specify their role and make them the leader of this type of billing ticket aside from that you can likewise assign various in the group section you can likewise appoint 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 consumer escalations where customers might have raised a certain scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you people in the next video Icabbi Freshdesk

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