Iwin Freshdesk – effortless omnichannel service

So we are talking about…Iwin Freshdesk…you can use freshdesk for customer service so let’s start 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 information and register for complimentary as soon as you sign up you’re gon na start 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 verify your email and listed 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 also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be gotten in touch with via phone email social media chat or forms and below that you can add your consumer assistance e-mail so if someone is going to be calling you you can set that e-mail over here and next up you can welcome someone to your group 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 dashboard 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 give you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and listed below that you have your customer complete satisfaction and you can see the portion of negative actions or positive reactions even neutral actions and the overall responses that you have actually received 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 include it over here and it’s gon na provide you a nice little tip on your basic dashboard and now on the left side we’re gon na carry on 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 nevertheless 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 want to see the tickets that are appointed to a particular 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 listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your services tab so your solution tab is a basic sort of information tab which allows 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 miscellaneous you will find it in your services tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume trend 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 Iwin Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can see the development or the details of a particular employee or a group member and below that you can see your various channels of communication you can likewise view your workflow and what sort of progress you have actually made what milestones that you have actually reached and how much performance each representative has you can view that from over here returning into tickets i’m going to show 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 include tags you can put it in a specific category what type of ticket this is you can alter its status you can set its concern and you can also set what kind of question it is so what type of concern it is you can also designate a particular representative to this query 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 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 include 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 simply going to send out that and now i have responded to this client you can likewise erase your actions 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 service that’s running this ticketing service and you have a similar sort of response you require to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have general starting with us orders and refunds details presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see how long will shipment take that’s a question that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the question is various however i’m simply picking this as a sample and now i’m just going to select 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 options and canned kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response and send it without having to

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retype the same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to emails so another excellent feature that freshdesk truly provides is developing groups so if you click on groups in the admin area you can develop different groups for different purposes so if a ticket and an issue is associated with billing you can appoint a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this kind of billing ticket aside from that you can also designate various in the group area you can likewise appoint various 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 consumer escalations where clients might have elevated a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you men in the next video Iwin Freshdesk