James Sanford Freshdesk – effortless omnichannel service

So we are talking about…James Sanford Freshdesk…you can use freshdesk for customer care so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register you’re gon na get going and that will fill 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 customize your help desk you can confirm your email and below that you can see you can add your language whatever sort of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and listed below that you can likewise alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with by means of phone e-mail social networks chat or kinds and listed below that you can add your consumer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone to your group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our

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unresolved tickets overdue 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 graph that shows you the trends so if the tickets are selling out better or worse it’s going to reveal you a great pattern and below that you have your customer complete satisfaction and you can see the portion of negative reactions or favorable actions even neutral reactions and the overall reactions that you have actually received on the right side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a good 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 top however 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 type of tickets you want to view if you want 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 needs and successive listed below that you have your basic contact and business so you can view those whichever way that you have actually contacted individuals you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your solution tab is a general type of information tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the services tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold 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 trends so you can James Sanford Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the development or the details of a particular employee or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what turning points that you have actually reached and just how much efficiency each agent has you can see that from over here returning into tickets i’m going to show 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 add tags you can put it in a particular classification what sort of ticket this is you can change its status you can set its concern and you can also set what type of inquiry it is so what kind of question it is you can likewise assign a specific agent to this query so you can simply include a note basically reply

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tto this person and now i’m going to just tell them i will be resolving 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 respond to the client so it’s instantly going to enter 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 replied to this customer you can likewise delete your actions 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 type of action you need to provide to each of your customers again and again you’re going to enter into the services tab and over here you can see there is the categories you have basic getting going with us refunds and orders details gifts and coupons and truths and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will shipment take that’s a question that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different however i’m simply selecting 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 responding to a customer on the bottom left you can see recommended services and canned forms so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a consumer concern and you can just place that pre-written info into your action and send it without needing to

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retype the same sort of answers again and again so this is a really easy formula for your agents to follow so they can easily react to e-mails so another terrific function that freshdesk truly offers is developing groups so if you click on groups in the admin area you can produce various groups for various purposes so if a ticket and a problem is associated with billing you can assign a group member so over here i’ve assigned myself in this group and that person could define their role and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group area you can also designate different tickets to various groups and once 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 customer escalations where customers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you people in the next video James Sanford Freshdesk

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