Jatana Freshdesk – effortless omnichannel service

So we are talking about…Jatana Freshdesk…you can utilize freshdesk for client service so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get started which 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 personalize your help desk you can validate your email and listed below that you can see you can include your language whatever kind of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and listed 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 update those and next you’re gon na choose your support channel so how you can be contacted via phone e-mail social networks chat or types and listed below that you can include your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be selling 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 offer you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your client complete satisfaction and you can see the percentage of favorable actions or unfavorable reactions even neutral reactions and the overall actions that you have actually gotten on the right side you’re gon na have your to-do list 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 provide you a great little pointer on your basic control panel and now on the left side we’re gon na proceed 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 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 wish to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them below that you have your options tab so your option tab is a general kind of info tab which allows you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will discover it in your services tab and below the options tab you have your analytics and reports reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume trends so you can Jatana Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity support operation and your general account settings over here you can view the development or the information of a specific staff member or a group member and 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 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 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 kind 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 question it is you can likewise assign a specific representative to this query so you can simply include a note essentially respond

 

tto this person and now i’m going to just 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 upgrade the status i’m going to include this note now i’m going to reply to the consumer 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 replied to this customer you can likewise delete your reactions 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 company that’s running this ticketing service and you have a comparable kind of reaction you need to provide to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic starting with us refunds and orders details gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will shipment take that’s a question that is often asked you can simply release this draft and then go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is various but i’m simply choosing 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 consumer on the bottom left you can see suggested options and canned kinds so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a customer concern and you can just insert that pre-written details into your response and send it without needing to

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retype the very same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly react to emails so another excellent function that freshdesk actually provides is developing groups so if you click groups in the admin section you can produce various groups for various purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i have actually appointed myself in this group which individual could define their function and make them the leader of this sort of billing ticket aside from that you can also assign different in the group section you can also appoint different tickets to various groups and once 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 customers may have raised a certain situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you men in the next video Jatana Freshdesk