Issue Tracking Freshdesk – effortless omnichannel service

So we are talking about…Issue Tracking Freshdesk…you can use freshdesk for customer service so let’s get going to begin with 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 free as soon as you sign up you’re gon na begin which will pack 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 customize your assistance desk you can validate your e-mail and below that you can see you can include your language whatever kind of language you desire on your site 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 change your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be contacted via phone e-mail social media chat or forms and listed below that you can include your client assistance email so if someone is going to be contacting 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 somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows 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 offer you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a great pattern and below that you have your consumer satisfaction and you can see the percentage of positive actions or unfavorable reactions even neutral reactions and the overall reactions that you have gotten on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include 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 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 high and urgent 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 type of tickets you wish to see if you wish to see the tickets that are assigned 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 requirements and successive 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 business titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your options tab so your option tab is a basic type of information tab which permits you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of various you will find it in your services tab and below the options tab you have your analytics and reports reports are the basic general summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Issue Tracking Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity support operation and your basic account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what type of progress you have actually made what milestones that you have actually reached and how much performance each agent has you can see that from over here returning into tickets i’m going to reveal 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can likewise appoint a specific agent to this question so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving 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 customer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually replied to this client you can likewise erase your actions within 10 seconds so if you slip up you can erase 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 reaction you need to give to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general getting started with us refunds and orders information presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see 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 simply select this ticket obviously the concern is different however i’m just picking this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended options and you can see different short articles that are a pre-written answer to a consumer question and you can simply insert that pre-written details into your action and send it without having to

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retype the exact same type of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to emails so another excellent feature that freshdesk actually offers is creating groups so if you click on groups in the admin section you can produce different groups for various functions so if a ticket and a problem is associated with billing you can assign a group member so over here i have actually designated myself in this group and that person might specify their role and make them the leader of this type of billing ticket aside from that you can likewise assign different in the group section you can likewise appoint different tickets to different groups and once 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 client escalations where consumers may have elevated a certain circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you men in the next video Issue Tracking Freshdesk