Ina Marie Johnson Freshdesk – effortless omnichannel service

So we are talking about…Ina Marie Johnson Freshdesk…you can use freshdesk for customer care so let’s start 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 sign up for complimentary as quickly as you sign up you’re gon na start and that will pack your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can verify your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na opt for a pink and 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 therefore you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with through phone email social networks chat or forms and below that you can add your customer 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 somebody is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows our

 

unresolved 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 graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and listed below that you have your customer fulfillment and you can see the portion of positive responses or negative reactions even neutral actions and the overall responses that you have actually received on the right side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice little tip on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 sort of tickets you wish to see 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 as per your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your options tab so your option tab is a general type of info tab which enables you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your services tab and below the options tab you have your reports and analytics reports are the standard general introduction of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Ina Marie Johnson Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the details of a certain employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what type of progress you have made what milestones that you have reached and just how much productivity each representative has you can see that from over here going back 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 specific category what sort of ticket this is you can alter its status you can set its concern and you can also set what sort of question it is so what type of concern it is you can also assign a specific representative to this inquiry so you can just include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be solving 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 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 problem with your item i’m simply going to send out that and now i have actually replied to this client you can also delete your reactions 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 business that’s running this ticketing service and you have a similar type of action you require to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general starting with us refunds and orders info gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a concern that is often asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the question 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 responding to a consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without having to

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retype the same sort of responses again and again so this is a very easy formula for your agents to follow so they can quickly respond to emails so another great function that freshdesk actually provides is developing groups so if you click groups in the admin section you can create 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’ve appointed myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket other than that you can also designate different in the group area you can also assign different tickets to various groups and as soon as 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 customers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you men in the next video Ina Marie Johnson Freshdesk