Innosoft Freshdesk – effortless omnichannel service

So we are talking about…Innosoft Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na begin which will pack your basic dashboard so when you’re starting 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 confirm your e-mail and listed below that you can see you can include your language whatever kind of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m also 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 via phone email social networks chat or kinds and below that you can include your consumer assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your group 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 successive over here we have our dashboard our dashboard reveals our

 

unsolved 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 offer you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a good trend and listed below that you have your client satisfaction and you can see the portion of positive actions or negative reactions even neutral reactions and the total reactions that you have received on the right side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na add it over here and it’s gon na provide you a great little pointer 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 sort 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 type of tickets you want to view if you wish to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a basic sort of info tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is type of various you will discover it in your options tab and below the services tab you have your reports and analytics reports are the standard general overview of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume trends so you can Innosoft 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 seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative performance assistance operation and your general account settings over here you can see the development or the information of a particular team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what kind of progress you have made what milestones that you have actually 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 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 classification what sort of ticket this is you can alter its status you can set its priority and you can likewise set what kind of inquiry it is so what kind of question it is you can likewise designate a particular representative 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 fixing your ticket your problem 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 client so it’s automatically going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have replied to this customer you can also delete your actions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable type of reaction you need to provide 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 categories you have actually basic getting going with us refunds and orders information presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a concern that is frequently asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is various however i’m simply selecting this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a client concern and you can simply insert that pre-written details into your reaction and send it without needing to

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retype the very same type of responses again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to e-mails so another fantastic function that freshdesk actually provides is producing groups so if you click groups in the admin section you can create different groups for various purposes so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually appointed myself in this group which individual might define their function and make them the leader of this kind of billing ticket other than that you can likewise appoint various in the group section you can likewise assign 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 consumer escalations where clients might have elevated a particular scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll capture you people in the next video Innosoft Freshdesk