Infigo Freshdesk – effortless omnichannel service

So we are talking about…Infigo Freshdesk…you can use freshdesk for client service so let’s begin first off 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 free as soon as you register you’re gon na get started and that 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 customize your aid desk you can verify your e-mail and listed below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo 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 likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted via phone email social media chat or forms and listed below that you can include your consumer assistance 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 team so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our dashboard reveals our

 

unsettled 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 shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a good pattern and listed below that you have your client complete satisfaction and you can see the percentage of negative actions or positive responses even neutral reactions and the total actions that you have received on the ideal side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na provide 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 simply say let’s arrange them by their status and now you can see immediate and high ones will be on the top however the other ones will be on the bottom now next up on the right side you can see over here you can filter out what sort of tickets you want to see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a basic kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also view your ticket volume patterns so you can Infigo Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can view the progress or the information of a specific staff member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have actually made what turning points that you have reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to show 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its top priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise assign a specific agent to this question so you can just add a note essentially 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 upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s automatically 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 simply going to send that and now i have responded to this customer 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 e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of response you need to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic getting going with us refunds and orders details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see how long will shipment take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is different but 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 respond to it and you can see when you’re responding to a client on the bottom left you can see suggested options and canned forms so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your action and send it without needing to

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retype the exact same sort of responses again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another great feature that freshdesk actually offers is creating groups so if you click groups in the admin area you can develop various groups for various purposes so if a concern and a ticket is related to billing you can designate a group member so over here i have actually assigned myself in this group which person might define their function and make them the leader of this kind of billing ticket other than that you can likewise designate various in the group area you can likewise assign various 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 client escalations where customers might have elevated a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll catch you people in the next video Infigo Freshdesk