Infigo Software Freshdesk – effortless omnichannel service

So we are talking about…Infigo Software Freshdesk…you can use freshdesk for customer service so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you sign up you’re gon na get going which will pack your basic dashboard 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 personalize your assistance desk you can validate your e-mail and listed below that you can see you can include your language whatever type of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and listed below that you can add your customer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our control panel shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a good trend and listed below that you have your client fulfillment and you can see the percentage of positive responses or negative actions even neutral responses and the total reactions that you have actually received on the best 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 add it over here and it’s gon na give you a great 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 sort them by their status and now you can see high and urgent ones will be on the leading nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to see if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and companies so you can view those whichever way that you have contacted people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a general sort of info tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Infigo Software Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative productivity assistance operation and your basic account settings over here you can view 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 also view your workflow and what type of development you have actually made what milestones that you have reached and how much productivity each representative has you can view that from over here going back into tickets i’m going to show you how you can solve 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 category what sort of ticket this is you can alter its status you can set its top priority and you can likewise set what type of query it is so what type of concern it is you can likewise appoint a specific representative to this inquiry so you can just add a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern 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 client so it’s immediately going to enter hi matt rogers that’s the client 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 likewise erase your reactions within 10 seconds so if you slip up you can delete 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 comparable type of response you need to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us orders and refunds info gifts 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 offered and let’s see the length of time will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket clearly the concern is various however i’m just selecting 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 consumer on the bottom left you can see suggested options and canned kinds so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a client question and you can just place that pre-written information into your reaction and send it without having to

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retype the same type 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 fantastic function that freshdesk truly offers is creating groups so if you click on groups in the admin section you can create different groups for different purposes so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve designated myself in this group which individual might specify their role and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group area you can also designate different tickets to different 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 client escalations where clients might have raised a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you people in the next video Infigo Software Freshdesk