James Stubbs Freshdesk – effortless omnichannel service

So we are talking about…James Stubbs Freshdesk…you can utilize freshdesk for customer service so let’s get going first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information 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 started with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can confirm your email and below that you can see you can add your language whatever type of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m likewise 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 pick your support channel so how you can be called via phone e-mail social media chat or forms and listed below that you can add your customer assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody 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 control panel our control panel reveals our

 

unsettled 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 graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your customer complete satisfaction and you can see the percentage of favorable reactions or negative responses even neutral responses and the overall reactions that you have actually received on the ideal side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na provide you a nice little reminder on your basic control panel and now on the left side we’re gon na move 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 urgent and high ones will be on the leading 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 type of tickets you wish to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your services tab so your solution tab is a basic type of info tab which allows you to view 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 discover it in your solutions tab and below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can James Stubbs Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase 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 group channels workflow agent efficiency assistance operation and your general account settings over here you can see the development or the details of a specific employee or a group member and below that you can see your different channels of communication you can also view your workflow and what kind of development you have made what turning points that you have actually reached and how much performance each representative has you can see that from over here returning into tickets i’m going to reveal you how you can solve 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 kind of ticket this is you can change its status you can set its top priority and you can likewise set what type of question it is so what type of question it is you can likewise assign a particular agent to this inquiry so you can simply include a note generally respond

 

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 include this note now i’m going to reply to the client so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have replied to this consumer you can likewise erase your responses 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 comparable sort of response you require to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting going with us refunds and orders details gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can just publish this draft and after that go back to ticketing i’m just 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 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 recommended options and canned forms so you’re going to click on recommended options and you can see various short articles that are a pre-written answer to a client concern and you can just place that pre-written details into your action and send it without having to

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retype the same sort of answers again and again so this is an extremely simple formula for your representatives to follow so they can quickly react to emails so another excellent feature that freshdesk really supplies is producing groups so if you click groups in the admin area you can produce different groups for various purposes so if a problem and a ticket is associated with billing you can designate a group member so over here i’ve appointed myself in this group which individual could define their role and make them the leader of this type of billing ticket other than that you can also assign various in the group area you can also assign various tickets to different 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 consumer escalations where customers might have raised a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you guys in the next video James Stubbs Freshdesk