Jasmin Kayhour Freshdesk – effortless omnichannel service

So we are talking about…Jasmin Kayhour Freshdesk…you can utilize freshdesk for customer service so let’s start first of all you’re gon na begin 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 begin and that will load your basic control panel 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 assistance desk you can verify your email and listed below that you can see you can add your language whatever type of language you desire on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone email social media chat or forms and below that you can add your customer support 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 somebody 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

 

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 chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice pattern and listed below that you have your customer complete satisfaction and you can see the portion of negative actions or positive responses even neutral responses and the total reactions that you have actually received on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na add it over here and it’s gon na offer you a good little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state 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 type of tickets you want 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 needs and next up listed below that you have your basic contact and companies so you can see those whichever manner in which you have actually called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your solution tab is a general sort of information tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your options tab and listed below the solutions tab you have your analytics and reports reports are the standard general introduction of the number of tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Jasmin Kayhour Freshdesk

see on the right side you have your today’s ticket inside so the number of 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 below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can see the development or the information of a certain staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of development you have made what turning points that you have reached and how much efficiency each agent 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 classification what sort of ticket this is you can change its status you can set its top priority and you can also set what sort of query it is so what type of question it is you can likewise designate a specific agent to this question so you can simply add a note essentially 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 upgrade 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 consumer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this client you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of response you require to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have general starting with us orders and refunds information presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will delivery take that’s a concern that is typically asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is different however i’m simply picking this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click recommended services and you can see various articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your response and send it without having to

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retype the very same type of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another excellent function that freshdesk really provides is developing groups so if you click groups in the admin area you can produce different groups for different functions so if a ticket and a concern is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that individual might define their role and make them the leader of this sort of billing ticket aside from that you can also assign various in the group area you can likewise designate various tickets to various groups and when 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 client escalations where consumers might have raised a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and practical and i’ll capture you guys in the next video Jasmin Kayhour Freshdesk