Intercom Vs Freshdesk 2018 – effortless omnichannel service

So we are talking about…Intercom Vs Freshdesk 2018…you can utilize freshdesk for customer support so let’s get started 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 register for free as soon as you sign up you’re gon na get going and that 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 assistance desk you can verify your e-mail and below that you can see you can include your language whatever type of language you desire on your site 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 also change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called by means of phone e-mail social media chat or types and listed below that you can include your customer assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome 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 next up over here we have our dashboard our dashboard 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 provide you a graph that reveals you the trends so if the tickets are selling out much better or even worse it’s going to show you a great trend and listed below that you have your client satisfaction and you can see the percentage of favorable actions or negative reactions even neutral reactions and the total reactions that you have actually received on the right side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a great little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see high and urgent ones will be on the top nevertheless 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 wish to see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can view those whichever way that you have gotten in touch with 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 below that you have your services tab so your solution tab is a basic sort of information tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the basic general summary of the number of tickets you may have offered what is the ticket volume pattern 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 Intercom Vs Freshdesk 2018

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the information of a certain staff member or a group member and below that you can see your different channels of communication you can also view your workflow and what type of progress you have actually made what turning points 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 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 classification what type of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what kind of concern it is you can also designate a specific representative to this inquiry so you can simply add a note generally reply

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to reply to the customer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have responded to this consumer you can also delete your responses within 10 seconds so if you slip up you can erase them within a couple of 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 give 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 classifications you have actually general getting going with us orders and refunds information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket certainly the question is various however i’m simply picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see suggested services and canned kinds so you’re going to click suggested services and you can see different articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info 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 easy formula for your representatives to follow so they can quickly react to emails so another excellent function that freshdesk really supplies is developing groups so if you click groups in the admin area you can produce different groups for various purposes so if a concern and a ticket is connected to billing you can appoint a group member so over here i have actually designated myself in this group which person might define their function and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group area you can also designate various tickets to different groups and as soon as 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 clients may have raised a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you men in the next video Intercom Vs Freshdesk 2018