Imovo Freshdesk – effortless omnichannel service

So we are talking about…Imovo Freshdesk…you can use freshdesk for customer care so let’s start first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na begin and that will pack your basic control panel 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 customize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever type of language you want on your site alter the color of your logo design 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 likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be contacted via phone e-mail social media chat or forms and below that you can add your client support e-mail so if somebody is going to be contacting you you can set that email 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 invite them over here successive over here we have our dashboard our control panel reveals 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 graph that shows you the trends so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and below that you have your consumer satisfaction and you can see the portion of favorable reactions or negative actions even neutral actions and the total responses 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 offer you a good little reminder on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high 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 sort of tickets you wish to see if you want to see the tickets that are assigned 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 next up below that you have your basic contact and business so you can view those whichever way that you have actually gotten in touch with individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your option tab is a basic type of information tab which enables you to see 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 find it in your options tab and below the options tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Imovo Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the development or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of progress 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 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 add tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its top priority and you can also set what type of query it is so what type of question it is you can likewise assign a specific agent to this query so you can simply include a note generally reply

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually responded to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar sort of response you need to give to each of your customers 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 starting with us orders and refunds information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see for how long will shipment take that’s a question that is often 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 clearly the question is different but i’m just choosing this as a sample and now i’m just 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 consumer on the bottom left you can see recommended options and canned forms so you’re going to click on suggested services and you can see different short articles that are a pre-written answer to a consumer concern and you can just place that pre-written information into your response and send it without having to

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retype the exact same sort of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to emails so another excellent function that freshdesk actually provides is producing groups so if you click groups in the admin area you can create various groups for various purposes so if a concern and a ticket is associated with billing you can appoint a group member so over here i have actually designated myself in this group and that person could specify their role and make them the leader of this type of billing ticket aside from that you can likewise designate various in the group section you can also assign different tickets to various groups and when 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 customer escalations where clients might have elevated a particular scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Imovo Freshdesk