Informer5 Freshdesk – effortless omnichannel service

So we are talking about…Informer5 Freshdesk…you can utilize freshdesk for customer service so let’s begin 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 totally free as soon as you register you’re gon na get started 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 establish your account so over here and personalize your assistance desk you can validate your e-mail and below that you can see you can add your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be contacted via phone e-mail social media chat or types and listed below that you can add your consumer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel reveals our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and listed below that you have your client satisfaction and you can see the portion of favorable actions or negative reactions even neutral responses and the overall responses that you have received on the right 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 provide you a great little tip on your basic control panel and now on the left side we’re gon na move 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 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 type of tickets you want to see if you wish to see the tickets that are assigned 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 requirements and successive listed below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your solution tab is a general type of info tab which permits you to see your email 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 solutions tab and below the services tab you have your analytics and reports reports are the basic general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Informer5 Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may 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 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 progress or the details of a particular 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 type of progress you have actually made what milestones that you have reached and how much efficiency each agent has you can view 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 include tags you can put it in a specific classification what sort of ticket this is you can alter its status you can set its concern and you can also set what type of inquiry it is so what kind of question it is you can likewise appoint a particular agent to this query so you can just add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your issue 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 reply to the customer so it’s immediately going to key in 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 out that and now i have responded to this customer you can likewise erase your actions 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 comparable type of response you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general getting going with us orders and refunds details presents and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is various however i’m simply selecting this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a consumer on the bottom left you can see suggested options and canned forms so you’re going to click on recommended options and you can see various posts that are a pre-written answer to a client question and you can simply insert that pre-written info into your action and send it without needing to

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retype the very same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic feature that freshdesk actually offers is producing groups so if you click groups in the admin area you can develop various groups for various purposes so if a ticket and a concern is related to billing you can assign a group member so over here i’ve designated myself in this group and that person could define their role and make them the leader of this kind of billing ticket other than that you can also assign various in the group area you can also designate various 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 consumers may have elevated a particular circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people found this easy to understand and useful and i’ll capture you men in the next video Informer5 Freshdesk