Importing Tickets Into Freshdesk – effortless omnichannel service

So we are talking about…Importing Tickets Into Freshdesk…you can use freshdesk for customer support so let’s get going first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na get started which will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your email and below that you can see you can add your language whatever kind of language you desire on your site alter the color of your logo 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 need to make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be called through phone email social media chat or forms and below that you can add your client support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team 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 next up over here we have our control panel our dashboard reveals 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 provide you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good trend and below that you have your consumer fulfillment and you can see the percentage of unfavorable reactions or positive actions even neutral reactions and the overall responses that you have received on the ideal side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a good little reminder on your basic control panel 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 state let’s sort 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 best side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and companies so you can view those whichever way that you have called people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your solution tab is a general kind of details tab which permits 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 sort of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Importing Tickets Into Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the information of a certain team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of progress you have actually made what milestones that you have reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to reveal 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 category what kind of ticket this is you can change its status you can set its concern and you can likewise set what type of question it is so what kind of concern it is you can also assign a specific agent to this question so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your concern 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 reply to the customer so it’s instantly going to enter 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 that and now i have responded to this client you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar kind of reaction you require to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have basic starting with us refunds and orders info gifts and 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 the length of time will delivery take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the concern is different but i’m just choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click recommended options and you can see various short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written details into your action and send it without having to

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retype the same sort of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily react to emails so another excellent feature that freshdesk truly offers is producing groups so if you click groups in the admin section you can create various groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i’ve appointed myself in this group which person could define their function and make them the leader of this kind of billing ticket aside from that you can likewise designate various in the group area you can also assign 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 customers may have raised a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you guys in the next video Importing Tickets Into Freshdesk