Iconic Freshdesk – effortless omnichannel service

So we are talking about…Iconic Freshdesk…you can utilize freshdesk for customer support so let’s get started first off 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 soon as you register you’re gon na get started which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can verify your email and below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also change 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 assistance channel so how you can be contacted through phone email social networks chat or kinds and listed below that you can add your consumer support email so if someone is going to be calling you you can set that email over here and next up you can welcome someone 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 invite them over here successive over here we have our dashboard our dashboard shows our

 

unsolved 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 reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a great trend and below that you have your client fulfillment and you can see the portion of unfavorable responses or positive actions even neutral responses and the overall actions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great little tip 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 say let’s sort them by their status and now you can see high and urgent ones will be on the top 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 sort of tickets you wish to see if you want 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 successive below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your option tab is a general kind of info tab which permits you to see your email marketing your legal requirements

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

your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have sold 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 see your ticket volume trends so you can Iconic Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost 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 representative efficiency support operation and your basic account settings over here you can view the development or the details of a particular employee or a group member and listed below that you can see your different channels of communication you can also see your workflow and what kind of development you have made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to reveal you how you can solve 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 category what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can also assign a particular agent to this inquiry so you can just include a note generally reply

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have replied to this customer you can also delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of action you require to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders information gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will shipment take that’s a question that is frequently asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is different but i’m just choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions 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 consumer concern and you can just insert that pre-written information into your response and send it without having to

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

retype the same type of responses again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk really provides is creating groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i’ve designated myself in this group and that person could specify their function and make them the leader of this kind of billing ticket aside from that you can also designate different in the group area you can also assign different tickets to different 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 going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you guys in the next video Iconic Freshdesk