Icivics Freshdesk – effortless omnichannel service

So we are talking about…Icivics Freshdesk…you can utilize freshdesk for client service so let’s get started to begin with 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 complimentary as quickly as you sign up you’re gon na get going 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 help desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you desire 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 also change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be contacted by means of phone e-mail social media chat or kinds and below that you can add your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail 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 invite them over here successive over here we have our dashboard our dashboard shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide 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 trend and listed below that you have your client satisfaction and you can see the percentage of favorable actions or unfavorable responses even neutral actions and the total responses that you have actually gotten on the ideal 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 offer you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate ones will be on the leading 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 type of tickets you wish to view if you wish to see the tickets that are designated 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 needs and next up 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 email addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a general kind of information tab which permits you to view your e-mail marketing your legal requirements

Get Icivics Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is type of various you will find it in your solutions tab and below the options tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Icivics Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your general account settings over here you can see the progress or the details of a specific employee or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what sort of development you have actually made what turning points that you have reached and just 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 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 type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of query it is so what kind of concern it is you can likewise assign a specific representative to this inquiry so you can just add a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to respond to the client 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 just going to send that and now i have actually replied to this consumer you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable type of response you require to provide to each of your consumers 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 details presents and vouchers and truths and concerns 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 release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket undoubtedly the question is different however i’m simply picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned types so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your response and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same type of answers again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another great feature that freshdesk truly provides is creating groups so if you click groups in the admin area you can produce different groups for different functions so if an issue and a ticket is connected to billing you can appoint a group member so over here i’ve designated myself in this group which individual could define their role and make them the leader of this sort of billing ticket besides that you can also designate various in the group area you can also appoint different tickets to various 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 client escalations where consumers might have raised a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you guys in the next video Icivics Freshdesk