Jamie Wolff Freshdesk – effortless omnichannel service

So we are talking about…Jamie Wolff Freshdesk…you can utilize freshdesk for customer care so let’s start to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get started and that will fill 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 help desk you can validate your email and below that you can see you can add your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na go with 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 should make that black yeah therefore you can upgrade 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 include your client support email so if somebody is going to be calling you you can set that email 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 invite them over here next up over here we have our dashboard our dashboard reveals our

 

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 give you a graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and below that you have your customer fulfillment and you can see the percentage of positive actions or unfavorable actions even neutral responses and the overall actions that you have received on the ideal side you’re gon na have your order of business 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 offer you a great little reminder on your basic control panel and now on the left side we’re gon na proceed 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 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 sort of tickets you wish to see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them below that you have your options tab so your service 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 associated announcements so if there is something that is sort of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Jamie Wolff Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately 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 general account settings over here you can view the progress or the information of a certain employee or a group member and listed 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 milestones that you have actually reached and how much performance each agent has you can see that from over here going back into tickets i’m going to show 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 particular classification what type of ticket this is you can alter its status you can set its top priority and you can also set what sort of query it is so what kind of concern it is you can also assign a particular representative to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be resolving 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 reply to the customer so it’s immediately going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually responded to this consumer you can also delete your responses within 10 seconds so if you slip up you can delete 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 reaction you need to give 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 beginning with us orders and refunds information gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently readily available 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 just gon na as a sample simply choose this ticket clearly the concern is different however i’m just selecting 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 consumer on the bottom left you can see recommended solutions and canned types so you’re going to click on suggested services and you can see various posts that are a pre-written answer to a customer question and you can just insert that pre-written information 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 very easy formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk actually offers is developing groups so if you click on groups in the admin section you can create different groups for different purposes so if a ticket and an issue is related to billing you can appoint a group member so over here i’ve assigned myself in this group and that person could define their function and make them the leader of this sort of billing ticket other than that you can also appoint different in the group area you can also designate different tickets to different groups and as soon as 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 might have raised a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video Jamie Wolff Freshdesk