Jeff Atwood Freshdesk – effortless omnichannel service

So we are talking about…Jeff Atwood Freshdesk…you can use freshdesk for customer service so let’s get going 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 sign up for free as soon as you sign up you’re gon na get going which will load 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 individualize your aid desk you can confirm your e-mail and listed below that you can see you can add your language whatever type of language you desire on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be called via phone e-mail social networks chat or kinds and below that you can add your customer support 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 team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive 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 listed below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your consumer complete satisfaction and you can see the portion of positive responses or unfavorable actions even neutral responses and the overall reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give you a great little reminder on your basic dashboard and now on the left side we’re gon na carry on 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 immediate and high ones will be on the leading however 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 kind of tickets you wish to see if you wish to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your services tab so your solution tab is a general kind of information tab which allows you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of miscellaneous you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the standard general overview of the number of tickets you may have offered 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 Jeff Atwood Freshdesk

see on the best 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 general administrative settings your team channels workflow agent productivity support operation and your basic account settings over here you can see the progress or the information of a specific employee or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what type of development you have actually made what milestones that you have reached and just how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal you how you can resolve 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 particular classification what type of ticket this is you can alter its status you can set its priority and you can likewise set what type of query it is so what kind of concern it is you can likewise appoint a particular representative to this query 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 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 consumer so it’s instantly going to enter hi matt rogers that’s the client 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 customer you can likewise delete your actions 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 an organization that’s running this ticketing service and you have a comparable sort of response you require to give to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually basic getting going with us refunds and orders details 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 often asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is various however i’m just 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 responding to a customer on the bottom left you can see recommended solutions and canned forms so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the very same kind of responses again and again so this is a very simple formula for your agents to follow so they can quickly react to e-mails so another terrific function that freshdesk actually offers is developing groups so if you click groups in the admin section you can produce various groups for different functions so if a ticket and an issue is connected to billing you can appoint a group member so over here i have actually designated myself in this group and that person could specify their role and make them the leader of this sort of billing ticket besides that you can also designate various in the group section you can likewise assign different tickets to different 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 consumers might have elevated a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you guys in the next video Jeff Atwood Freshdesk