Icewarp Freshdesk – effortless omnichannel service

So we are talking about…Icewarp Freshdesk…you can utilize freshdesk for customer care so let’s get going first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you sign up you’re gon na start which will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can verify your e-mail and listed below that you can see you can add your language whatever sort 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 also change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with via phone email social media chat or forms and below that you can include your client support email so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

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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 chart that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a good trend and listed below that you have your customer fulfillment and you can see the percentage of positive responses or unfavorable responses even neutral reactions and the total reactions 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 order of business you’re gon na add it over here and it’s gon na give you a nice little suggestion on your basic dashboard 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 high and immediate 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 see if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a basic kind of details tab which allows 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 various you will discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Icewarp Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance support operation and your basic account settings over here you can view 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 interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have reached and just how much efficiency 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 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 type of query it is so what type of concern it is you can likewise designate a specific agent to this inquiry so you can simply add a note basically respond

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tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually replied to this customer you can likewise erase your actions within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of reaction you need to provide to each of your consumers 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 refunds and orders details gifts and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a question that is frequently asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various but i’m just picking 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 client on the bottom left you can see recommended services and canned types so you’re going to click on recommended solutions and you can see various posts that are a pre-written answer to a client question and you can just place that pre-written information into your action 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 representatives to follow so they can quickly respond to e-mails so another terrific function that freshdesk really offers is creating groups so if you click on groups in the admin area you can develop different groups for various 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 which person might specify their function and make them the leader of this type of billing ticket other than that you can also designate different 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 client escalations where clients may have raised a particular situation 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 helpful and i’ll catch you men in the next video Icewarp Freshdesk

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