Iottie Freshdesk – effortless omnichannel service

So we are talking about…Iottie Freshdesk…you can use freshdesk for customer care so let’s get started to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get going which 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 help desk you can confirm your email and below that you can see you can include your language whatever kind of language you want on your website alter 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 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 through phone e-mail social networks chat or types and below that you can add your client assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody 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 control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great trend and below that you have your client complete satisfaction and you can see the percentage of favorable reactions or unfavorable actions even neutral responses and the total responses that you have received on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a nice 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 simply say let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a general kind of information tab which permits 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 miscellaneous you will discover it in your services tab and below the services tab you have your analytics and reports reports are the standard general overview of how many 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 also view your ticket volume trends so you can Iottie Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance assistance operation and your basic account settings over here you can view the progress 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 also see your workflow and what kind of development you have made what milestones that you have reached and how much productivity each agent has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 sort of ticket this is you can alter its status you can set its concern and you can likewise set what kind of inquiry it is so what type of question it is you can likewise assign a specific agent to this query so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 respond to the client so it’s automatically going to key in 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 responded to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of response you require to provide to each of your clients 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 beginning with us orders and refunds info gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will delivery take that’s a concern that is typically asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various but i’m just choosing this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested services and canned forms so you’re going to click on suggested services and you can see different short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written information into your reaction and send it without having to

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retype the exact same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another terrific function that freshdesk truly provides is producing groups so if you click on groups in the admin section you can develop different groups for various purposes so if a concern and a ticket is connected to billing you can appoint a group member so over here i have actually appointed myself in this group and that person might define their role and make them the leader of this kind of billing ticket besides that you can also designate different in the group area you can also assign various tickets to different 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 customers may have elevated a certain situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and valuable and i’ll catch you people in the next video Iottie Freshdesk