Invision Freshdesk – effortless omnichannel service

So we are talking about…Invision Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you register you’re gon na get going which will fill your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and listed below that you can add your consumer assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone to your group so if you have a team that is working for you if somebody 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 shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a nice trend and below that you have your client satisfaction and you can see the portion of favorable actions or unfavorable responses even neutral actions and the total responses that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you require to add 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 dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 type of tickets you wish to view if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view 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 way that you have called individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your solution tab is a basic type of info tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your options tab and below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume patterns so you can Invision Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative performance 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 listed below that you can see your different channels of interaction you can likewise see your workflow and what sort of development you have actually made what turning points that you have actually reached and just how much performance each representative has you can view that from over here going back into tickets i’m going to show you how you can deal with 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 kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what kind of concern it is you can also assign a specific representative to this query so you can just add a note essentially 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 include this note now i’m going to reply to the client so it’s immediately 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 replied to this customer you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar sort of response you need to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the classifications you have basic getting going with us orders and refunds info gifts and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see the length of time will shipment take that’s a question that is often asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample just select this ticket clearly the concern is different but i’m simply selecting this as a sample and now i’m simply 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 client on the bottom left you can see suggested solutions and canned kinds so you’re going to click suggested services and you can see various posts that are a pre-written answer to a consumer question and you can just place that pre-written information into your action and send it without having to

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retype the very same kind of responses again and again so this is a really simple formula for your representatives to follow so they can quickly respond to e-mails so another fantastic function that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can develop various groups for various purposes so if a ticket and a concern is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that person might specify their role and make them the leader of this kind of billing ticket besides that you can also appoint various in the group area you can likewise appoint different tickets to various groups and once 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 may have elevated a certain situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and useful and i’ll catch you men in the next video Invision Freshdesk