Itech Help Center Freshdesk – effortless omnichannel service

So we are talking about…Itech Help Center Freshdesk…you can utilize freshdesk for customer care so let’s begin 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 complimentary as soon as you register you’re gon na get started 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 individualize your help desk you can confirm your email and below that you can see you can include your language whatever sort of language you desire on your site change the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na select your support channel so how you can be gotten in touch with via phone email social media chat or types and listed below that you can add your client support 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 team 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 dashboard our control panel reveals our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer 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 nice pattern and below that you have your consumer complete satisfaction and you can see the percentage of negative responses or positive responses even neutral responses and the overall reactions that you have received on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a great little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s sort 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 kind of tickets you want to view if you wish to see the tickets that are designated 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 business so you can view those whichever manner in which you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your solutions tab so your service tab is a basic kind of details tab which enables you to see your email marketing your legal requirements

Get Itech Help Center Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is type of various you will discover it in your services tab and below the services tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume trends so you can Itech Help Center Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your basic account settings over here you can see the development or the information 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 kind of progress you have actually made what milestones that you have reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to show you how you can solve 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 classification what kind of ticket this is you can change its status you can set its concern and you can also set what kind of question it is so what type of question it is you can likewise assign a particular representative to this question 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 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 respond to the customer so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually responded to this consumer you can also delete your reactions within 10 seconds so if you slip up you can delete 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 type of reaction you require to give 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 categories you have actually general getting started with us refunds and orders details presents and discount coupons and truths 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 how long will shipment take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just select this ticket obviously the question is various but i’m simply choosing 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 replying to a client on the bottom left you can see recommended services and canned kinds so you’re going to click suggested services and you can see different short articles that are a pre-written answer to a customer question and you can simply insert that pre-written info into your response and send it without having to

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retype the exact same type of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another excellent function that freshdesk actually offers is creating groups so if you click on groups in the admin section you can produce various groups for various functions so if an issue and a ticket is associated with billing you can designate a group member so over here i have actually appointed myself in this group which person might define their role and make them the leader of this sort of billing ticket other than that you can likewise assign various in the group area you can also designate different tickets to various groups and when 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 consumer escalations where customers might have raised a certain circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll capture you people in the next video Itech Help Center Freshdesk