Jeff Adkins Freshdesk – effortless omnichannel service

So we are talking about…Jeff Adkins Freshdesk…you can utilize freshdesk for customer service so let’s begin to begin with 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 totally free as soon as you sign up you’re gon na get going which will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can confirm your email and below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m also 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 support channel so how you can be contacted by means of phone e-mail social networks chat or forms and listed below that you can include 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 welcome somebody 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 welcome them over here next up over here we have our control panel our control panel shows our

 

unsolved tickets overdue 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 reveals you the patterns so if the tickets are selling out better or worse it’s going to show you a great trend and below that you have your client complete satisfaction and you can see the portion of favorable responses or negative reactions even neutral reactions and the overall actions that you have gotten on the ideal 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 add it over here and it’s gon na give you a great little tip 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 state let’s arrange them by their status and now you can see immediate and high 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 sort of tickets you want to see if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your services tab so your service tab is a general type of info tab which enables 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 kind of miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the standard general introduction of the number of 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 likewise see your ticket volume trends so you can Jeff Adkins Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or so what is the boost 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 agent performance assistance operation and your general account settings over here you can view the development or the information of a certain team member or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have made what turning points that you have actually reached and just how much performance each agent has you can see that from over here returning into tickets i’m going to reveal 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 add tags you can put it in a specific category what kind of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can likewise appoint a specific agent to this query so you can just include a note essentially 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 add this note now i’m going to respond to the client so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have actually responded to this customer you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a similar type of action you require to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have actually basic getting going with us orders and refunds info gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will shipment take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different but i’m just picking 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 replying to a consumer on the bottom left you can see recommended options and canned types so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a customer 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 exact same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly react to emails so another terrific function that freshdesk actually offers is creating groups so if you click on groups in the admin area you can develop different groups for different purposes so if a ticket and an issue is related to billing you can designate 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 type of billing ticket besides that you can likewise assign various in the group section 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 client escalations where consumers may 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 discovered this easy to understand and practical and i’ll catch you guys in the next video Jeff Adkins Freshdesk