Imran Mohammed Freshdesk – effortless omnichannel service

So we are talking about…Imran Mohammed Freshdesk…you can use freshdesk for customer service so let’s get started to begin with you’re gon na start your totally 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 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 individualize your assistance desk you can validate your email and below that you can see you can add your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and below that you can also change 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 pick your support channel so how you can be called by means of phone email social media chat or types and below that you can include your consumer assistance 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 somebody 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 next up over here we have our dashboard our control panel shows 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 worse it’s going to show you a nice pattern and listed below that you have your customer satisfaction and you can see the portion of unfavorable reactions or favorable responses even neutral responses and the total actions that you have actually gotten on the right side you’re gon na have your to-do list 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 nice little reminder on your basic dashboard 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 state let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless 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 kind of tickets you want to view if you want to see the tickets that are appointed 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 requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic sort of info 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 various you will find it in your options tab and below the services tab you have your analytics and reports reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume trends so you can Imran Mohammed Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost 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 productivity assistance operation and your basic account settings over here you can see the progress or the details of a specific team member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what type of development you have made what turning points that you have reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to show you how you can deal with 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 alter its status you can set its top priority and you can also set what sort of query it is so what type of concern it is you can likewise appoint a particular agent to this query so you can simply add a note basically respond

 

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 include this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send that and now i have replied to this client you can also erase your responses within 10 seconds so if you slip up you can erase 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 enter into the solutions tab and over here you can see there is the categories you have general getting started with us orders and refunds info gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is various however i’m simply 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 replying to a customer on the bottom left you can see suggested options and canned types so you’re going to click on recommended solutions and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your action and send it without needing to

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retype the very same kind of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to e-mails so another terrific function that freshdesk actually supplies is producing groups so if you click groups in the admin area you can produce various groups for different functions so if a concern and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group which person might specify their role and make them the leader of this sort of billing ticket other than that you can likewise appoint various in the group area you can likewise assign various tickets to various groups and as soon as 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 may have elevated a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you men in the next video Imran Mohammed Freshdesk