Index Ventures Freshdesk – effortless omnichannel service

So we are talking about…Index Ventures Freshdesk…you can use freshdesk for client service so let’s get going to begin with 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 totally free as quickly as you register you’re gon na get going which will pack your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your e-mail and below that you can see you can include your language whatever type of language you want on your site alter 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 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 select your support channel so how you can be gotten in touch with by means of phone email social networks chat or types 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 someone to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive 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 listed below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a great pattern and listed below that you have your consumer fulfillment and you can see the percentage of favorable responses or negative responses even neutral responses and the overall reactions that you have gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great little reminder on your basic control panel and now on the left side we’re gon na carry on 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 immediate and high 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 want to see if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of information tab which allows you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of various you will find it in your options tab and listed below the options tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may 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 also see your ticket volume trends so you can Index Ventures Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost 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 group channels workflow representative performance support operation and your basic account settings over here you can view the development or the information of a particular team 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 kind of progress you have actually made what turning points that you have reached and how much productivity each agent has you can view that from over here returning into tickets i’m going to reveal 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 classification what sort of ticket this is you can change its status you can set its priority and you can also set what type of inquiry it is so what kind of question it is you can likewise designate a specific agent to this question so you can simply add a note essentially reply

 

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 include this note now i’m going to respond to the consumer 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 responded to this consumer you can likewise erase your reactions within 10 seconds so if you slip up you can erase 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 similar sort of action you require to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually general starting with us refunds and orders information presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will delivery take that’s a question that is often asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different however i’m simply choosing this as a sample and now i’m simply going to pick 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 types so you’re going to click suggested services and you can see different articles that are a pre-written answer to a consumer concern and you can just place that pre-written information into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk really offers is creating groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and an issue is connected to billing you can designate a group member so over here i’ve appointed myself in this group which individual might define their role and make them the leader of this type of billing ticket other than that you can likewise appoint various in the group section you can likewise 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 customer escalations where clients might have raised a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you guys in the next video Index Ventures Freshdesk