In Freshdesk Support – effortless omnichannel service

So we are talking about…In Freshdesk Support…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and register for free as soon as you register you’re gon na begin and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you want on your site 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 likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone email social media chat or forms and listed below that you can include your customer assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard 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 provide you a graph that reveals you the patterns 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 client fulfillment and you can see the percentage of unfavorable responses or favorable reactions even neutral reactions and the overall responses that you have actually received on the best side you’re gon na have your to-do list so something that you need to contribute to your to-do list 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 move on to tickets you can sort your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate ones will be on the leading 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 sort of tickets you wish to view if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have called individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your option tab is a basic kind of info tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the solutions tab you have your reports and analytics reports are the standard general introduction of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can In Freshdesk Support

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed 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 view the progress or the details of a specific staff member or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what sort of progress you have actually made what milestones that you have actually reached and just how much performance each representative has you can see 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 add tags you can put it in a particular classification what type of ticket this is you can change its status you can set its top priority and you can likewise set what type of query it is so what type of question it is you can also designate a particular agent to this query so you can just add a note essentially reply

 

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 automatically going to type in hi matt rogers that’s the customer 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 responded to this client you can also delete 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 business that’s running this ticketing service and you have a similar sort of response you require to offer to each of your customers again and again you’re going to go into the services tab and over here you can see there is the categories you have actually basic getting started with us orders and refunds info presents and vouchers and realities 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 shipment take that’s a question that is frequently asked you can just publish this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different however i’m simply 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 customer on the bottom left you can see recommended options and canned forms so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written details into your response and send it without needing to

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retype the same kind of responses again and again so this is a very simple formula for your representatives to follow so they can quickly react to e-mails so another terrific function that freshdesk really offers is developing groups so if you click on groups in the admin area you can create different groups for various purposes so if a concern and a ticket is associated with billing you can designate a group member so over here i’ve assigned myself in this group and that individual could specify their function and make them the leader of this type of billing ticket aside from that you can also appoint different in the group area you can likewise 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 clients might have elevated a particular circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you people in the next video In Freshdesk Support