Jason Maynard Linkedin Freshdesk – effortless omnichannel service

So we are talking about…Jason Maynard Linkedin Freshdesk…you can utilize freshdesk for customer support so let’s get started first off you’re gon na start your totally free 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 going which will fill your basic control panel 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 confirm your e-mail 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 below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted through phone e-mail social networks chat or kinds and below that you can add your client support email so if someone 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 group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows 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 patterns 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 client complete satisfaction and you can see the percentage of favorable actions or negative actions even neutral actions and the overall responses that you have gotten on the right side you’re gon na have your to-do list 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 provide you a great little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s sort them by their status and now you can see high and urgent ones will be on the top 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 want to view if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of information tab which permits you to view your e-mail 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 services tab and below the services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume trends so you can Jason Maynard Linkedin Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or reduce 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 representative efficiency assistance operation and your general account settings over here you can see the progress or the details of a certain team member or a group member and below that you can see your various channels of interaction you can also view your workflow and what type of development you have actually made what milestones that you have actually reached and just how much productivity each representative has you can view that from over here going back 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 type of ticket this is you can alter its status you can set its top priority and you can also set what kind of question it is so what type of question it is you can likewise appoint a particular agent to this inquiry so you can just add a note essentially reply

 

tto this person and now i’m going to just tell them i will be fixing 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 client 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 replied to this client you can also delete your reactions 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 reaction you require to provide to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic starting with us refunds and orders info presents and discount coupons and realities 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 the length of time will delivery take that’s a question that is typically asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket undoubtedly the concern is different however i’m just 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 replying to a consumer on the bottom left you can see recommended options and canned forms so you’re going to click recommended options and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written details into your response and send it without having to

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retype the same sort of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily react to e-mails so another great function that freshdesk really offers is producing groups so if you click on groups in the admin area you can develop various groups for different purposes so if a ticket and an issue is connected to billing you can assign a group member so over here i have actually designated myself in this group and that individual might specify their function and make them the leader of this sort of billing ticket besides that you can likewise assign different in the group section you can likewise appoint different tickets to various 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 customer escalations where customers might have raised a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll catch you guys in the next video Jason Maynard Linkedin Freshdesk