Internal Helpdesk Freshdesk – effortless omnichannel service

So we are talking about…Internal Helpdesk Freshdesk…you can use freshdesk for customer care so let’s begin first off 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 free as quickly as you register you’re gon na begin and that will pack your basic control panel so when you’re getting started 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 verify your e-mail and below that you can see you can add your language whatever type of language you desire on your site change the color of your logo so as you can see i’m gon na choose 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 ought to make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone email social networks chat or kinds and below that you can include your customer support e-mail 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 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 dashboard our control panel reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a nice trend and below that you have your client fulfillment and you can see the percentage of negative actions or positive reactions even neutral reactions and the total reactions that you have actually received on the ideal 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 give you a good 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 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 kind of tickets you want to see if you want to see the tickets that are assigned 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 next up listed below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your option tab is a general sort of info tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the services tab you have your reports and analytics reports are the basic general introduction of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Internal Helpdesk Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately 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 performance assistance operation and your basic account settings over here you can see the development or the information of a certain staff member or a group member and below that you can see your various channels of interaction you can also view your workflow and what kind of progress you have actually made what turning points that you have reached and how much efficiency each agent 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 particular category 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 query it is so what type of concern it is you can also appoint a particular agent to this inquiry so you can simply include 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 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 issue with your item i’m simply going to send that and now i have actually responded to this customer you can likewise erase your reactions within 10 seconds so if you slip up you can delete them within a couple of 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 offer to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a question that is often asked you can just release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is various but i’m simply picking this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a client concern and you can simply place that pre-written info into your reaction and send it without needing to

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retype the very same sort 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 fantastic function that freshdesk actually provides is developing groups so if you click on groups in the admin area you can produce various groups for different purposes so if a ticket and a problem is related to billing you can assign a group member so over here i have actually assigned myself in this group and that person could define their role and make them the leader of this sort of billing ticket other than that you can likewise assign various in the group section you can likewise designate various tickets to different groups and when 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 clients might have raised a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll capture you men in the next video Internal Helpdesk Freshdesk