Ivs Freshdesk – effortless omnichannel service

So we are talking about…Ivs Freshdesk…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get started which will pack your basic control panel 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 individualize your assistance desk you can validate your e-mail and below that you can see you can include your language whatever sort of language you desire on your site alter the color of your logo so as you can see i’m gon na opt for 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 by means of phone e-mail social networks chat or types and below that you can add your client assistance e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can invite someone to your team so if you have a group that is working for you if someone is going to be selling 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 overdue 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 shows you the patterns so if the tickets are selling out better or worse it’s going to show you a nice trend and listed below that you have your customer fulfillment and you can see the percentage of positive responses or negative reactions even neutral actions and the overall actions that you have received on the right side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a nice little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s arrange them by their status and now you can see high and immediate ones will be on the top 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 kind of tickets you want to see if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your solution tab is a basic kind of details tab which enables you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might 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 patterns so you can Ivs Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent productivity assistance operation and your general account settings over here you can see the development or the details of a certain team member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what kind of progress you have made what turning points that you have reached and just how much productivity each agent has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 alter its status you can set its priority and you can also set what kind of query it is so what type of question it is you can also appoint a particular agent to this query so you can simply include a note generally respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your problem 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 reply to the customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m simply going to send that and now i have responded to this consumer you can also erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable kind of action 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 categories you have general beginning with us refunds and orders info gifts and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will shipment take that’s a question that is typically 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 different however 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 respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned forms so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a customer concern 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 responses again and again so this is a really easy formula for your representatives to follow so they can easily respond to emails so another excellent feature that freshdesk really provides is developing groups so if you click groups in the admin section you can produce various groups for various functions so if a concern and a ticket is related to billing you can assign a group member so over here i have actually designated myself in this group and that person might specify their function and make them the leader of this sort of billing ticket besides that you can also appoint various in the group area you can also designate various tickets to different groups and when 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 consumers may have elevated a specific circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you guys in the next video Ivs Freshdesk