Jekyll Freshdesk – effortless omnichannel service

So we are talking about…Jekyll Freshdesk…you can use freshdesk for customer support so let’s get going to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as soon as you sign up you’re gon na start 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 personalize your assistance desk you can confirm your email and below that you can see you can include your language whatever type of language you want on your site change 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 likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted via phone email social media chat or types and listed below that you can include your client support email 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 team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our dashboard reveals our

 

unresolved tickets past due 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 reveals you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and below that you have your customer fulfillment and you can see the percentage of positive responses or negative actions even neutral reactions and the overall responses that you have gotten on the right side you’re gon na have your order of business 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 provide you a great little suggestion on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see urgent and high ones will be on the leading 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 view them over here you can filter them out based on your requirements and next up listed below that you have your basic contact and business 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 phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your option tab is a basic kind of info 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 sort of miscellaneous you will discover it in your options tab and listed below the services tab you have your reports and analytics reports are the basic general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Jekyll Freshdesk

see on the ideal 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 receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can view the development or the details of a particular staff member 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 actually reached and just how much productivity each agent has you can view that from over here going back into tickets i’m going to reveal 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 add tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its priority and you can also set what sort of inquiry it is so what kind of concern it is you can likewise designate a specific representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to simply 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 key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m simply going to send out that and now i have responded to this consumer you can also erase your responses 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 company that’s running this ticketing service and you have a similar sort of action you require to give to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually general getting going with us refunds and orders info presents and 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 the length of time will shipment take that’s a question that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern 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 responding to a consumer on the bottom left you can see recommended solutions 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 customer question and you can simply place that pre-written details into your response and send it without needing to

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retype the very same type of answers again and again so this is a very simple formula for your representatives to follow so they can easily react to e-mails so another terrific function that freshdesk actually 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 concern and a ticket is related to billing you can designate a group member so over here i’ve appointed myself in this group which person might specify their function and make them the leader of this sort of billing ticket other than that you can likewise designate different in the group section you can likewise assign 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 clients might have raised a specific circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you people in the next video Jekyll Freshdesk