Intercom App Freshdesk – effortless omnichannel service

So we are talking about…Intercom App Freshdesk…you can use freshdesk for customer support so let’s get going to begin with 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 complimentary as soon as you register you’re gon na get going which will load 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 individualize your help desk you can confirm your email and listed below that you can see you can add your language whatever sort of language you desire on your website alter 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 likewise alter your menu color so i’m also gon na make that pink i guess or i ought 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 contacted through phone email social media chat or kinds and listed below that you can include your customer support e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group 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 successive over here we have our control panel our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a nice pattern and listed below that you have your client fulfillment and you can see the percentage of unfavorable responses or favorable actions even neutral actions and the total reactions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give you a great little pointer 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 simply say let’s arrange 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 sort of tickets you want to view if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your solution tab is a general type of information tab which permits you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the options tab you have your reports and analytics reports are the basic general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume patterns so you can Intercom App Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the progress or the details of a particular employee or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what kind of development you have actually made what milestones that you have reached and just how much performance each representative has you can view that from over here returning 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 concern and you can likewise set what type of question it is so what kind of question it is you can also assign a particular agent to this inquiry so you can simply add a note basically respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s immediately 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 responded to this client you can also delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of reaction you require to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general getting started with us refunds and orders details presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various however i’m just picking this as a sample and now i’m just 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 kinds so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without having to

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retype the very same type of responses again and again so this is a really simple formula for your representatives to follow so they can easily respond to e-mails so another great feature that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can create various groups for different purposes so if a concern and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that individual might specify their function and make them the leader of this type of billing ticket besides that you can likewise assign various in the group section you can also designate various tickets to various groups and as soon as 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 elevated a specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you people in the next video Intercom App Freshdesk