James Smith Freshdesk – effortless omnichannel service

So we are talking about…James Smith Freshdesk…you can use freshdesk for customer service so let’s get going first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you sign up you’re gon na get started and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and customize your assistance desk you can verify your email and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na go with 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 and so you can upgrade those and next you’re gon na choose your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and below that you can include your customer support email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome someone to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our control panel reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a good trend and below that you have your consumer satisfaction and you can see the portion of favorable actions or unfavorable actions even neutral actions and the overall reactions that you have received on the best side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a nice little pointer on your basic control panel and now on the left side we’re gon na move 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 urgent and high ones will be on the leading however 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 wish to see if you want 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 based on your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their e-mail 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 options tab so your service tab is a general kind of info tab which enables you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your services tab and below the options tab you have your reports and analytics reports are the fundamental 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 aid desk in-depth ticket analysis and you can also view your ticket volume patterns so you can James Smith Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold 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 basic 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 team member or a group member and below that you can see your various channels of communication 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 productivity each agent has you can see that from over here returning 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 include tags you can put it in a specific classification what kind of ticket this is you can change its status you can set its priority and you can likewise set what kind of question it is so what kind of question it is you can also appoint a specific representative to this question so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your issue 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 consumer so it’s immediately going to key in 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 responded to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar kind of action you require to give to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds info 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 currently offered and let’s see how long will delivery take that’s a concern that is typically asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is various however i’m simply picking 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 suggested solutions and canned kinds so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the exact same sort of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to emails so another excellent feature that freshdesk actually offers is producing groups so if you click on groups in the admin area you can create various groups for different purposes so if a ticket and an issue is related to billing you can assign a group member so over here i’ve designated myself in this group which individual could define their role and make them the leader of this kind of billing ticket other than that you can likewise appoint different in the group area you can also appoint various 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 may have elevated a particular scenario 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 practical and i’ll capture you people in the next video James Smith Freshdesk