Iformbuilder Freshdesk – effortless omnichannel service

So we are talking about…Iformbuilder Freshdesk…you can use freshdesk for customer support so let’s start first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you sign up you’re gon na get going 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 personalize your assistance desk you can confirm your email and below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also alter 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 select your support channel so how you can be called by means of phone email social networks chat or kinds and below that you can add your consumer assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a nice trend and below that you have your customer satisfaction and you can see the portion of favorable actions or negative actions even neutral actions and the total reactions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a great little suggestion on your basic dashboard 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 say let’s arrange 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 right 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 assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have contacted individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your solution tab is a general type of info tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your analytics and reports reports are the standard general overview of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Iformbuilder Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity support operation and your basic account settings over here you can see the progress or the details of a certain 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 progress you have actually made what turning points that you have reached and how much productivity each representative has you can see that from over here going back 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 add tags you can put it in a particular category what type of ticket this is you can change its status you can set its priority and you can likewise set what type of inquiry it is so what kind of concern it is you can also appoint 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 solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the client so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually replied to this client you can likewise delete your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of action you need to give to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually general starting with us orders and refunds info gifts and vouchers and truths and concerns 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 delivery take that’s a concern that is frequently asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different but i’m just selecting this as a sample and now i’m just going to choose 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 recommended solutions and canned forms so you’re going to click suggested solutions and you can see various posts that are a pre-written answer to a customer 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 sort of answers again and again so this is a really easy formula for your agents to follow so they can easily respond to emails so another great feature that freshdesk truly supplies is creating groups so if you click on groups in the admin area you can produce different groups for different purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i have actually designated myself in this group and that individual could define their role and make them the leader of this kind of billing ticket other than that you can likewise appoint various in the group area you can likewise appoint various 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 may have elevated a specific scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you guys in the next video Iformbuilder Freshdesk