Introduction To Freshdesk Support Webinar – effortless omnichannel service

So we are talking about…Introduction To Freshdesk Support Webinar…you can use freshdesk for customer support so let’s get going first off you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you register you’re gon na get going and that will pack your basic dashboard 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 customize your help desk you can confirm your email 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 choose 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 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 via phone e-mail social media chat or kinds and below that you can add your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here successive over here we have our control panel our dashboard shows 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 give you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great trend and below that you have your consumer fulfillment and you can see the portion of negative reactions or positive actions even neutral reactions and the total responses that you have actually gotten on the best 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 include it over here and it’s gon na give you a nice little suggestion on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort 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 kind of tickets you want to see if you want 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 successive listed below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your services tab so your option tab is a basic type of info tab which permits you to see 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 services tab you have your analytics and reports reports are the standard general summary of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Introduction To Freshdesk Support Webinar

see on the right side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can view the development or the information of a certain team member or a group member and below that you can see your various channels of interaction you can also see your workflow and what type of progress you have actually made what milestones that you have actually reached and how much productivity each representative has you can see that from over here going back into tickets i’m going to show 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 add tags you can put it in a specific category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of inquiry it is so what kind of concern it is you can likewise 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 simply tell them i will be resolving 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 reply to the consumer so it’s instantly going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have replied to this client you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable sort of action you need 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 basic getting started with us refunds and orders information presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a question that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is various but i’m just choosing this as a sample and now i’m simply going to select 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 options and canned kinds so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a consumer concern and you can just place that pre-written details into your action and send it without having to

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retype the exact same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can quickly respond to emails so another great feature that freshdesk truly provides is developing groups so if you click on groups in the admin section you can produce various groups for different purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which person could define their function and make them the leader of this kind of billing ticket besides that you can likewise assign different in the group section you can also appoint different tickets to various groups and once 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 customers may have elevated a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll catch you guys in the next video Introduction To Freshdesk Support Webinar