Ingersoll Rand Freshdesk – effortless omnichannel service

So we are talking about…Ingersoll Rand Freshdesk…you can utilize freshdesk for client service so let’s begin first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you register you’re gon na get started and that will fill your basic dashboard 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 customize your assistance desk you can confirm your e-mail and below that you can see you can include your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na choose 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 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 contacted via phone email social media chat or forms and below that you can include your consumer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be offering 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 listed below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a nice pattern and below that you have your client fulfillment and you can see the percentage of favorable actions or unfavorable reactions even neutral reactions and the overall responses that you have actually gotten on the best 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 good little tip 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 just say 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 ideal side you can see over here you can filter out what type of tickets you want to view if you want to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your options tab so your solution tab is a basic kind of details tab which enables 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 kind of various you will find it in your solutions tab and below the services tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Ingersoll Rand Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can view the development or the information of a specific staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of progress you have made what turning points that you have actually reached and how much productivity each agent has you can view that from over here going back 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 particular category what kind of ticket this is you can alter its status you can set its top priority and you can also set what kind of inquiry it is so what kind of concern it is you can also appoint a particular representative to this question so you can just include a note generally respond

 

tto this person and now i’m going to just 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 include this note now i’m going to reply to the customer so it’s instantly going to enter 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 out that and now i have actually replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of reaction you need to provide 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 actually basic beginning with us refunds and orders information gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are already available and let’s see how long will shipment take that’s a concern that is typically asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different but i’m just 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 customer on the bottom left you can see suggested services and canned types so you’re going to click on suggested solutions and you can see different articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your action and send it without having to

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retype the very same sort of answers again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk actually provides is developing groups so if you click on groups in the admin area you can develop different groups for different purposes so if an issue and a ticket is connected to billing you can designate a group member so over here i have actually assigned myself in this group and that individual could specify their function and make them the leader of this type of billing ticket other than that you can likewise assign different in the group area you can likewise appoint various 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 consumer escalations where consumers may have raised a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll capture you men in the next video Ingersoll Rand Freshdesk