Insights Dashboard Freshdesk – effortless omnichannel service

So we are talking about…Insights Dashboard Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na start and that will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can validate your email 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 go with a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be called through phone email social media chat or kinds and below that you can add your consumer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite someone to your team so if you have a team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals 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 give you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and listed below that you have your customer satisfaction and you can see the percentage of favorable reactions or unfavorable responses even neutral actions and the overall responses that you have actually received on the best 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 add it over here and it’s gon na give you a great little tip on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just say let’s sort them by their status and now you can see immediate 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 see if you wish to see the tickets that are assigned to a particular person 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 way that you have contacted individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your service tab is a general sort of details tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume patterns so you can Insights Dashboard Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the progress or the details of a specific employee or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of development you have actually made what turning points that you have reached and how much performance each representative has you can view that from over here going back into tickets i’m going to reveal you how you can solve 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 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 assign a specific agent to this question so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your issue 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 reply to the consumer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this customer you can likewise 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 company that’s running this ticketing service and you have a similar kind of action you need to give to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders information gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different however i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see suggested solutions and canned forms so you’re going to click on suggested options and you can see various short articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the exact same type of answers again and again so this is a really easy formula for your representatives to follow so they can easily react to emails so another terrific feature that freshdesk really supplies is producing groups so if you click on groups in the admin section you can develop different groups for different functions so if a ticket and a problem is related to billing you can appoint a group member so over here i have actually designated myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket besides that you can also assign various in the group area you can also designate various tickets to different groups and when 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 might have elevated a particular situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you people in the next video Insights Dashboard Freshdesk