Irina Blok Freshdesk – effortless omnichannel service

So we are talking about…Irina Blok Freshdesk…you can utilize freshdesk for client service so let’s get started first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as soon as you register you’re gon na start which will fill 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 personalize your aid desk you can validate your e-mail and 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 below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called via phone email social networks chat or types and listed below that you can include your consumer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be selling 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 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 chart that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your customer fulfillment and you can see the portion of positive reactions or negative reactions even neutral responses and the overall actions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a good little tip on your basic control panel and now on the left side we’re gon na carry 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 urgent and high ones will be on the leading 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 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 view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever sort 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 enables you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general summary of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Irina Blok Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might 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 representative efficiency assistance operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and listed below that you can see your various channels of interaction you can also see your workflow and what kind of development you have made what milestones 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 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 particular category what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of query it is so what kind of concern it is you can likewise designate a specific agent to this query so you can just add a note generally respond

 

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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send that and now i have replied to this customer you can likewise erase your actions within 10 seconds so if you slip up you can erase 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 response you need to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general starting with us orders and refunds info presents and coupons and realities and concerns 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 for how long will delivery take that’s a question that is often asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is various however 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 recommended solutions and canned types so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your action and send it without having to

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retype the same type of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to emails so another excellent feature that freshdesk truly offers is developing groups so if you click on groups in the admin section you can develop various groups for different functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which person could specify their role and make them the leader of this sort of billing ticket other than that you can also designate various in the group section you can likewise assign various 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 customer escalations where clients may have elevated a specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and useful and i’ll catch you guys in the next video Irina Blok Freshdesk