Ivory Ella Freshdesk – effortless omnichannel service

So we are talking about…Ivory Ella Freshdesk…you can utilize freshdesk for customer care so let’s begin first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free 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 set up your account so over here and customize your help desk you can verify your email and listed below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone email social networks chat or types and listed below that you can include your client support e-mail so if somebody is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel reveals our

 

unsolved tickets past due 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 much better or worse it’s going to reveal you a good pattern and below that you have your client complete satisfaction and you can see the percentage of negative responses or favorable actions even neutral reactions and the overall responses that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice 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 just say let’s arrange them by their status and now you can see high and immediate ones will be on the leading however 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 type of tickets you want to view if you wish to see the tickets that are designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have actually contacted people 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 solutions tab so your solution tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can Ivory Ella Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or two what is the boost or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the development or the details of a specific employee or a group member and below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have actually made what milestones that you have reached and how much performance each representative has you can see that from over here returning 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 include tags you can put it in a particular classification what kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of question it is so what kind of concern it is you can likewise designate a particular representative to this question so you can just add a note essentially respond

 

tto this person and now i’m going to just 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 customer so it’s automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have replied to this consumer you can also erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar type of response you need to provide to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders info gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for 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 just gon na as a sample simply select this ticket certainly the concern is various but i’m simply picking this as a sample and now i’m simply 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 types so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a customer question and you can just place that pre-written details into your action and send it without needing to

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retype the same type of responses again and again so this is a really easy formula for your representatives to follow so they can easily respond to e-mails so another fantastic feature that freshdesk truly supplies is developing groups so if you click groups in the admin area you can produce different groups for various purposes so if a ticket and a problem is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that individual might define their function and make them the leader of this kind of billing ticket other than that you can also appoint various in the group area you can also designate various tickets to various groups and as soon as 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 consumer escalations where clients might have elevated a particular scenario 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 practical and i’ll catch you people in the next video Ivory Ella Freshdesk