Illuminate Education Freshdesk – effortless omnichannel service

So we are talking about…Illuminate Education Freshdesk…you can utilize freshdesk for client service so let’s start first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get started and that will fill 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 customize your aid desk you can verify your e-mail 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 so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be called by means of phone email social networks chat or kinds and listed below that you can include your consumer support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite someone to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel 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 much better or worse it’s going to show you a good pattern and listed below that you have your customer satisfaction and you can see the portion of negative responses or favorable reactions even neutral actions and the overall actions that you have actually received on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na provide you a good little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply 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 type of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your option tab is a general sort of info tab which enables you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your options tab and below the options tab you have your analytics and reports reports are the standard general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Illuminate Education Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the development or the details of a specific employee or a group member and below that you can see your different channels of interaction you can also view your workflow and what kind of development you have actually made what turning points that you have reached and just how much productivity each agent has you can view 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 add tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its priority and you can also set what kind of inquiry it is so what type of question it is you can also assign a specific agent to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing 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 add this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually responded to this customer you can likewise erase your responses within 10 seconds so if you make a mistake 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 response you require to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have basic getting started with us refunds and orders info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will shipment take that’s a question that is often asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the question is various however i’m simply picking this as a sample and now i’m simply 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 suggested options and canned types so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your reaction and send it without having to

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retype the very same kind of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly react to emails so another fantastic feature that freshdesk actually provides is developing groups so if you click on groups in the admin section you can produce different groups for various functions so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve appointed myself in this group which person might define their role and make them the leader of this type of billing ticket other than that you can also designate different in the group section you can likewise assign different tickets to various groups and once 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 consumer escalations where clients might have raised a specific scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you men in the next video Illuminate Education Freshdesk