So we are talking about…Is Freshdesk…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as quickly as you register you’re gon na begin which will fill your basic dashboard 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 email and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo design 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 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 by means of phone email social media chat or kinds and listed below that you can add your consumer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your group so if you have a team that is working for you if someone 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 past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and listed below that you have your client satisfaction and you can see the percentage of positive actions or unfavorable reactions even neutral reactions and the total actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na include it over here and it’s gon na provide you a good little pointer 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 state let’s sort them by their status and now you can see immediate 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 wish to see if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your solution tab is a general kind of info tab which allows you to see your e-mail marketing your legal requirements
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your service associated announcements so if there is something that is sort of various you will discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Is Freshdesk
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can view the progress or the details of a certain team member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of development you have made what turning points that you have reached and how much productivity each representative has you can see that from over here returning 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 specific category what sort of ticket this is you can change its status you can set its top priority and you can also set what type of query it is so what type of concern it is you can also assign a specific agent to this inquiry so you can simply include a note essentially respond
tto this person and now i’m going to simply tell them i will be resolving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to respond to the client so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually responded to this consumer you can also erase your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable kind of action you require to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting started with us orders and refunds details gifts and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a concern that is typically asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket obviously the concern is various but i’m simply picking this as a sample and now i’m just going to pick 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 options and canned kinds so you’re going to click suggested solutions and you can see different articles that are a pre-written answer to a customer question and you can simply 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 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 groups in the admin area you can produce different groups for various purposes so if a ticket and an issue is related to billing you can assign a group member so over here i’ve assigned myself in this group and that individual might define their function and make them the leader of this sort of billing ticket besides that you can likewise assign different in the group section you can also assign different tickets to various groups and as soon as 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 customer escalations where consumers may have elevated a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll catch you guys in the next video Is Freshdesk