Intero Freshdesk – effortless omnichannel service

So we are talking about…Intero Freshdesk…you can utilize freshdesk for customer care so let’s begin first off you’re gon na start 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 begin and that will load your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your e-mail and listed below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na go with 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 must make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be contacted by means of phone email social networks chat or forms and below that you can add your customer assistance e-mail so if someone is going to be contacting 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 somebody is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and listed below that you have your client satisfaction and you can see the portion of unfavorable reactions or positive reactions even neutral actions and the overall actions 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 add it over here and it’s gon na provide you a good little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s sort 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 kind of tickets you wish to see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your solution tab is a general sort of details tab which enables 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 find it in your services tab and listed below the solutions 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 a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Intero Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the information of a particular staff member or a group member and below that you can see your different channels of communication you can also see your workflow and what sort of development you have made what milestones that you have actually reached and just how much performance each agent has you can see that from over here returning into tickets i’m going to show you how you can fix a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its concern and you can also set what kind of inquiry it is so what kind of concern it is you can likewise assign a particular agent to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your issue 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 respond to the client so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send out that and now i have replied to this client you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar sort of reaction you require 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 classifications you have actually basic starting with us orders and refunds information gifts and 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 simply release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is various however i’m simply 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 suggested options and canned kinds so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a client question and you can just place that pre-written details into your response and send it without needing to

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retype the very same type of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another excellent feature that freshdesk actually provides is producing groups so if you click on groups in the admin section you can develop different groups for different functions so if a problem and a ticket is associated with billing you can appoint a group member so over here i have actually appointed myself in this group and that individual could define their function and make them the leader of this kind of billing ticket other than that you can likewise appoint various in the group section you can also assign various tickets to various 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 customer escalations where clients may have raised a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you men in the next video Intero Freshdesk