Importing Freshdesk Tickets Into Salesforce – effortless omnichannel service

So we are talking about…Importing Freshdesk Tickets Into Salesforce…you can utilize freshdesk for customer care so let’s begin first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na get started and that will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can verify your email and listed 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 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 called by means of phone email social media chat or types and listed below that you can include your consumer support 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 group 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 control panel our control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a good pattern and below that you have your customer complete satisfaction and you can see the portion of unfavorable actions or positive reactions even neutral actions and the total reactions that you have actually received on the right 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 give you a good little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see high and immediate ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to view if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up below that you have your basic contact and companies so you can view those whichever way that you have called individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your service tab is a general type of info tab which permits 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 miscellaneous you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the standard 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 assistance desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Importing Freshdesk Tickets Into Salesforce

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 increase or reduce 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 representative performance support operation and your general account settings over here you can see the progress or the information of a certain staff member or a group member and listed below that you can see your various channels of communication you can likewise see 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 view that from over here going back into tickets i’m going to show you how you can fix 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 particular classification what kind of ticket this is you can change its status you can set its concern and you can likewise set what type of query it is so what kind of concern it is you can also designate a specific agent to this inquiry so you can simply include a note generally reply

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable type of action you require to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have general starting with us orders and refunds info gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see how long will shipment take that’s a concern that is typically asked you can simply release 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 pick 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 services and canned kinds so you’re going to click on recommended options and you can see different short articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your response and send it without having to

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retype the same type of answers again and again so this is a very simple formula for your agents to follow so they can easily respond to emails so another fantastic function that freshdesk truly supplies is producing groups so if you click groups in the admin area you can produce different groups for different purposes so if a problem and a ticket is associated with billing you can assign a group member so over here i have actually appointed myself in this group and that person could define their role and make them the leader of this type of billing ticket other than that you can likewise designate various in the group section you can also appoint different tickets to various 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 consumers might have elevated a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll catch you men in the next video Importing Freshdesk Tickets Into Salesforce