Iconomi Freshdesk – effortless omnichannel service

So we are talking about…Iconomi Freshdesk…you can use freshdesk for customer service so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na begin which will load your basic dashboard 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 customize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever kind of language you want 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 likewise alter your menu color so i’m also 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 select your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or forms and below that you can add your consumer assistance 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 someone is going to be offering the tickets for you you can welcome 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 listed below that they’re gon na give 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 great pattern and listed below that you have your client complete satisfaction and you can see the percentage of negative actions or favorable responses even neutral reactions and the overall actions that you have received on the ideal side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the right 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 assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a general kind of details tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the basic general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Iconomi Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development 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 returning into tickets i’m going to show 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 specific category what kind of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question 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 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 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 concern with your item i’m just going to send out that and now i have responded to this client you can likewise delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually general getting going with us refunds and orders info gifts 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 already available and let’s see how long will delivery take that’s a question that is often asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the question is various however i’m just picking this as a sample and now i’m simply going to select 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 forms so you’re going to click suggested options and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the very same sort of responses again and again so this is a really easy formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk truly offers is developing groups so if you click groups in the admin section you can produce various groups for various functions so if a ticket and an issue is associated with billing you can assign 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 aside from that you can likewise designate different in the group section you can likewise appoint different tickets to different groups and once 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 clients might have raised a specific scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll catch you guys in the next video Iconomi Freshdesk