Intune Freshdesk – effortless omnichannel service

So we are talking about…Intune Freshdesk…you can utilize freshdesk for customer support so let’s begin to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na start and that will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can validate your email and below that you can see you can include your language whatever sort 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 listed below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be called by means of phone e-mail social media chat or forms and below that you can add your customer support email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be selling 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 below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a good pattern and listed below that you have your consumer fulfillment and you can see the percentage of positive actions or negative reactions even neutral responses and the total actions that you have actually received on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na provide you a good little tip on your basic control panel 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 say 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 best side you can see over here you can filter out what sort of tickets you want 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 needs and successive below that you have your basic contact and companies so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your option tab is a basic type of information tab which allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will discover it in your options tab and below the options tab you have your analytics and reports reports are the standard general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Intune Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold or so what is the increase or reduce 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 representative productivity assistance operation and your general account settings over here you can see the progress 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 likewise see your workflow and what type of progress you have actually made what milestones that you have actually reached and just how much efficiency each agent has you can see that from over here returning 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 include tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its top priority and you can also set what sort of query 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 basically reply

 

tto this person and now i’m going to just 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 update the status i’m going to include this note now i’m going to respond to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have replied to this consumer you can also erase your actions within 10 seconds so if you make a mistake you can delete them within a few 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 provide to each of your clients again and again you’re going to enter into the services 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 coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will shipment take that’s a concern that is often asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket clearly the question is various but i’m simply picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended options and you can see different posts that are a pre-written answer to a client question and you can simply insert that pre-written details into your response and send it without needing to

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retype the same kind of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another fantastic feature that freshdesk really provides is producing groups so if you click on groups in the admin area you can develop different groups for various functions so if an issue and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that person could specify their role and make them the leader of this type of billing ticket other than that you can also assign various in the group section you can also appoint different tickets to different 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 consumer escalations where customers might have raised a certain scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you men in the next video Intune Freshdesk