Initiating Tickets Freshdesk – effortless omnichannel service

So we are talking about…Initiating Tickets Freshdesk…you can use freshdesk for customer support so let’s start first off 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 complimentary as soon as you sign up you’re gon na get going which will load your basic control panel 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 aid 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 design so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i ought 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 called via phone email social media chat or forms and below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the percentage of unfavorable responses or favorable reactions even neutral actions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a good little reminder on your basic dashboard 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 state let’s sort 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 ideal side you can see over here you can filter out what kind of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and business so you can see 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 sort of account details that you have about them below that you have your services tab so your solution tab is a general kind of info tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will find it in your options tab and below the solutions tab you have your analytics and reports reports are the standard general introduction 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 in-depth ticket analysis and you can likewise view your ticket volume trends so you can Initiating Tickets Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or two 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 general administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can see the development or the information of a certain employee or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what kind of progress you have made what turning points that you have actually reached and just how much efficiency each representative has you can view that from over here returning into tickets i’m going to show you how you can resolve 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 category what type of ticket this is you can change its status you can set its priority and you can also set what kind of inquiry it is so what type of concern it is you can likewise designate a particular agent to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply 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 add this note now i’m going to respond to the consumer so it’s automatically 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 out that and now i have actually responded to this client you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of action you need to offer to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic getting going with us orders and refunds info 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 offered and let’s see for how long will delivery take that’s a concern 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 choose this ticket undoubtedly the question is various however i’m just picking 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 responding to a consumer on the bottom left you can see recommended options and canned types so you’re going to click on recommended options and you can see various articles that are a pre-written answer to a consumer question and you can just insert that pre-written info into your response and send it without having 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 easily react to e-mails so another excellent function that freshdesk really offers is developing groups so if you click on groups in the admin section you can produce various groups for different functions so if a concern and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which individual could specify their role and make them the leader of this type of billing ticket other than that you can likewise assign different in the group section you can likewise designate various tickets to different groups and once 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 customer escalations where consumers might have elevated a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you men in the next video Initiating Tickets Freshdesk