Intranet Usig Freshdesk – effortless omnichannel service

So we are talking about…Intranet Usig Freshdesk…you can use freshdesk for customer service so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na get going and that will fill your basic dashboard so when you’re starting 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 verify your e-mail and listed below that you can see you can add 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 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 need 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 called via phone e-mail social networks chat or kinds and listed below that you can add your consumer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard shows our

 

unsolved 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 chart that shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and listed below that you have your customer complete satisfaction and you can see the portion of favorable actions or negative responses even neutral actions and the overall reactions that you have actually received on the right side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply 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 wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually called people you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a basic kind of information tab which allows you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Intranet Usig Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent performance assistance operation and your general 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 various channels of communication you can also see your workflow and what type of progress you have actually made what milestones that you have reached and just how much efficiency each agent has you can view that from over here going back 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 include tags you can put it in a specific category what kind of ticket this is you can change its status you can set its priority and you can likewise set what type of inquiry it is so what type of question it is you can likewise assign a specific representative to this question so you can simply include a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 respond to the consumer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this consumer you can likewise delete 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 comparable sort of action you need to give to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic getting started with us orders and refunds details presents and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see the length of time will delivery take that’s a concern that is often asked you can simply release this draft and then go back 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 simply going to choose 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 types so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a customer concern and you can simply insert that pre-written details into your reaction and send it without needing to

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retype the very same kind of answers again and again so this is a very simple formula for your representatives to follow so they can easily react to emails so another great feature that freshdesk really supplies is creating groups so if you click on groups in the admin section you can develop different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve designated myself in this group which individual could specify their function and make them the leader of this kind of billing ticket aside from that you can also appoint different in the group area you can likewise assign different tickets to various groups and when 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 might have elevated a specific scenario 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 practical and i’ll capture you men in the next video Intranet Usig Freshdesk