Imis Freshdesk – effortless omnichannel service

So we are talking about…Imis Freshdesk…you can use freshdesk for customer support so let’s get started to begin with you’re gon na start 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 going which will load your basic dashboard so when you’re starting 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 validate your email and listed below that you can see you can add your language whatever type of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be called through phone email social networks chat or types and below that you can add your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite someone to your team so if you have a group 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 control panel our dashboard 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 graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and below that you have your client complete satisfaction and you can see the percentage of positive responses or unfavorable actions even neutral responses and the overall responses that you have received on the best side you’re gon na have your order of business 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 good little pointer 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 simply say let’s sort them by their status and now you can see high and urgent ones will be on the leading 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 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 successive listed below that you have your basic contact and business 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 kind of account information that you have about them listed below that you have your solutions tab so your option tab is a general type of info tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of various you will find it in your solutions tab and below the solutions tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Imis Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can see the progress or the information of a particular team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what sort of development you have actually made what milestones that you have actually reached and just how much efficiency each representative has you can view that from over here going back into tickets i’m going to show you how you can resolve 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 priority and you can likewise set what type of question it is so what kind of question it is you can also assign a particular representative to this question so you can just add a note generally reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your issue 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 reply to the consumer so it’s automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have actually replied to this customer you can likewise erase your reactions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails 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 go into the options tab and over here you can see there is the categories you have actually general starting with us orders and refunds details presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will shipment take that’s a question that is often asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the concern 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 respond to it and you can see when you’re replying to a consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on suggested services and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written details into your action and send it without needing to

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retype the exact same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another terrific function that freshdesk truly provides is producing groups so if you click groups in the admin area you can develop different groups for various purposes so if an issue and a ticket is related to billing you can assign a group member so over here i’ve appointed myself in this group and that person might define their function and make them the leader of this kind of billing ticket aside from that you can also assign various in the group section you can also designate 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 client escalations where consumers may have raised a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and handy and i’ll capture you men in the next video Imis Freshdesk