Icmi Freshdesk – effortless omnichannel service

So we are talking about…Icmi Freshdesk…you can utilize freshdesk for client service so let’s get going 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 free as soon as you register you’re gon na get going which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can validate your e-mail and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise alter 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 upgrade those and next you’re gon na pick your support channel so how you can be contacted by means of phone email social networks chat or types and listed below that you can include your consumer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your customer satisfaction and you can see the portion of favorable actions or negative responses even neutral reactions and the total responses that you have gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na give you a great little reminder on your basic control panel and now on the left side we’re gon na move on 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 urgent and high ones will be on the leading 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 kind of tickets you wish to view if you wish 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 successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a basic kind of info tab which enables you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is type 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 fundamental general introduction of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Icmi Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or decrease 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 representative performance assistance operation and your basic account settings over here you can see the progress or the information of a specific staff member or a group member and listed below that you can see your different channels of communication you can also see your workflow and what type of progress you have made what turning points that you have actually reached and how much productivity each representative has you can see 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 include tags you can put it in a specific category what type 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 kind of concern it is you can likewise assign a particular agent to this question so you can simply add a note basically reply

 

tto this person and now i’m going to just 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 include this note now i’m going to respond to the consumer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually responded to this customer you can also delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar type of action 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 actually general starting with us refunds and orders details presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will delivery take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket certainly the concern is various however i’m simply choosing this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned types so you’re going to click recommended solutions and you can see different articles that are a pre-written answer to a client concern and you can simply place that pre-written info into your action and send it without needing to

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retype the very same type of responses again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another excellent function that freshdesk truly supplies is creating groups so if you click on groups in the admin section you can create different groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve appointed myself in this group which person might define their function and make them the leader of this type of billing ticket aside from that you can also appoint different in the group section you can also appoint different tickets to various groups and when 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 customer escalations where consumers may have raised a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you guys in the next video Icmi Freshdesk