Insights Analytics Freshdesk – effortless omnichannel service

So we are talking about…Insights Analytics Freshdesk…you can utilize freshdesk for customer support so let’s start to begin with you’re gon na start 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 sign up you’re gon na get started and that 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 customize your assistance desk you can verify your email and below that you can see you can include your language whatever type of language you want on your site alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change 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 choose your support channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and listed below that you can include your client assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome 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 successive over here we have our dashboard our dashboard shows our

 

unresolved 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 worse it’s going to show you a good pattern and listed below that you have your consumer complete satisfaction and you can see the portion of favorable responses or negative actions even neutral responses and the overall reactions that you have gotten on the ideal 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 include it over here and it’s gon na offer you a nice little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange 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 top 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 kind of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your option tab is a basic type of details tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Insights Analytics Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost 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 team channels workflow representative productivity support operation and your basic account settings over here you can view the progress or the information of a specific 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 sort of development you have actually made what turning points that you have actually reached and just how much performance each agent has you can see that from over here going back 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 particular category what type of ticket this is you can alter its status you can set its concern and you can likewise set what kind of question it is so what type of question it is you can also appoint a particular agent to this question so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be solving 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 reply to the client so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have responded to this customer you can also delete your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of action you need to provide to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have basic getting started with us orders and refunds info presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is different but i’m just choosing 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 client on the bottom left you can see suggested options and canned forms 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 just place that pre-written information into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is a really easy formula for your agents to follow so they can easily react to emails so another excellent feature that freshdesk actually supplies is creating groups so if you click groups in the admin section you can create different groups for different functions so if an issue and a ticket is related to billing you can assign a group member so over here i’ve assigned myself in this group and that person could specify their function and make them the leader of this kind of billing ticket other than that you can likewise assign various in the group area you can likewise designate various tickets to various 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 certain scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll capture you people in the next video Insights Analytics Freshdesk