Integrate Freshdesk And Intercom – effortless omnichannel service

So we are talking about…Integrate Freshdesk And Intercom…you can use freshdesk for customer care so let’s get going 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 totally free as quickly as you register you’re gon na get started which will load your basic dashboard 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 individualize your help desk you can validate your email and below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your assistance channel so how you can be called via phone email social networks chat or forms and below that you can add your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can invite someone to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel 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 graph that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and below that you have your consumer satisfaction and you can see the percentage of favorable reactions or negative actions even neutral responses and the overall responses that you have gotten on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little tip on your basic control panel 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 kind of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies 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 type of account information that you have about them listed below that you have your services tab so your option tab is a general type of details tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your solutions tab and listed below the services tab you have your reports and analytics reports are the fundamental general overview 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 thorough ticket analysis and you can also see your ticket volume trends so you can Integrate Freshdesk And Intercom

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately 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 group channels workflow agent efficiency support operation and your basic account settings over here you can view the progress or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of progress you have made what turning points that you have actually reached and how much productivity each representative has you can view that from over here returning into tickets i’m going to show 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 change its status you can set its top priority and you can also set what type of question it is so what type of question it is you can likewise assign a particular representative to this question so you can simply add 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 update the status i’m going to add this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually responded to this customer you can likewise 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 a company that’s running this ticketing service and you have a similar sort of reaction you need to provide to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general getting going with us orders and refunds info presents and coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will delivery take that’s a concern that is often asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket clearly the concern is various but i’m just 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 responding to a customer on the bottom left you can see suggested options and canned forms so you’re going to click on suggested options and you can see various articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your action and send it without having to

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retype the very same kind of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another terrific function that freshdesk actually offers is creating groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and a problem is related to billing you can designate a group member so over here i’ve assigned myself in this group which person might specify their function and make them the leader of this type of billing ticket aside from that you can also appoint various in the group section you can also 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 customer escalations where clients might have raised a specific situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you people in the next video Integrate Freshdesk And Intercom