Ivr Routing Freshdesk Talk – effortless omnichannel service

So we are talking about…Ivr Routing Freshdesk Talk…you can utilize freshdesk for customer service so let’s get started first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na begin which will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your e-mail and below that you can see you can add your language whatever sort of language you desire on your website change the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone e-mail social networks chat or types and listed below that you can add your customer 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 group so if you have a group 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 control panel our control panel shows our

 

unresolved 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 provide you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a good trend and below that you have your consumer complete satisfaction and you can see the percentage of unfavorable responses or favorable reactions even neutral actions and the overall responses that you have actually gotten on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little tip on your basic dashboard 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 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 best side you can see over here you can filter out what kind of tickets you wish to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can see those whichever manner in which you have called people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your solution tab is a general sort of info tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Ivr Routing Freshdesk Talk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can see the progress or the information of a certain employee or a group member and below that you can see your different channels of interaction you can likewise see your workflow and what sort of development you have actually made what turning points 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 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 sort of ticket this is you can alter its status you can set its priority and you can also set what kind of query it is so what kind of concern it is you can likewise appoint a particular agent to this query so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be fixing 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 reply to the client so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually responded to this consumer you can also erase 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 a company that’s running this ticketing service and you have a similar sort of action you require to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have general beginning with us refunds and orders info presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will shipment take that’s a question that is typically asked you can just release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket clearly the question is different however i’m just picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended solutions and canned forms so you’re going to click suggested options and you can see various articles that are a pre-written answer to a client concern and you can just insert that pre-written info 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 an extremely easy formula for your agents to follow so they can easily respond to e-mails so another great function that freshdesk actually supplies is producing groups so if you click groups in the admin area you can create different groups for different functions so if a problem and a ticket is associated with 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 type of billing ticket other than that you can likewise appoint different in the group section you can likewise 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 client escalations where consumers might have elevated a specific scenario and yeah this is how you can begin 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 Ivr Routing Freshdesk Talk