Insights Freshdesk Metrics – effortless omnichannel service

So we are talking about…Insights Freshdesk Metrics…you can utilize freshdesk for client service so let’s get started first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you register you’re gon na get going which will load 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 individualize your assistance desk you can validate your email and listed below that you can see you can add your language whatever kind of language you desire 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 alter your menu color so i’m likewise 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 choose your assistance channel so how you can be called via phone email social media chat or types and below that you can include your consumer assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody 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 invite them over here successive 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 chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to show you a great trend and listed below that you have your customer fulfillment and you can see the percentage of negative reactions or positive actions even neutral reactions and the total responses that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need 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 suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort 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 right side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have contacted people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a basic type of info tab which permits 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 kind of various you will discover it in your options tab and listed below the services tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also view your ticket volume trends so you can Insights Freshdesk Metrics

see on the best side you have your today’s ticket inside so how many tickets you might have offered or two what is the increase or decrease 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 agent productivity assistance operation and your general account settings over here you can see the progress or the details of a specific staff member or a group member and listed below that you can see your various channels of communication you can also view your workflow and what type of progress you have made what turning points that you have actually reached and how much productivity each agent has you can see 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 category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of query it is so what type of concern it is you can also appoint a specific agent to this question so you can simply include a note essentially reply

 

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 upgrade the status i’m going to include this note now i’m going to reply to the client so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have responded to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar kind of response you need to give to each of your clients 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 general getting started with us refunds and orders info gifts and vouchers and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see for how long will delivery take that’s a concern that is frequently asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is various but i’m simply picking this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned types so you’re going to click on recommended solutions and you can see different articles that are a pre-written answer to a customer concern and you can just place that pre-written info into your reaction and send it without having to

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retype the same sort of answers again and again so this is a very simple formula for your representatives to follow so they can quickly respond to e-mails so another terrific feature that freshdesk really provides is producing groups so if you click groups in the admin area you can produce various groups for various purposes so if a concern 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 might define their role and make them the leader of this sort of billing ticket aside from that you can also appoint various in the group area you can also designate different 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 consumers may have raised a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you men in the next video Insights Freshdesk Metrics