Jennifer Cronin Freshdesk – effortless omnichannel service

So we are talking about…Jennifer Cronin Freshdesk…you can utilize freshdesk for customer care so let’s start first off 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 and that will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can validate your email and below that you can see you can add your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with by means of phone email social media chat or forms and listed below that you can add your consumer support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone 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 successive over here we have our dashboard our control panel reveals our

 

unresolved 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 patterns 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 customer complete satisfaction and you can see the portion of negative reactions or favorable reactions even neutral responses and the total responses that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na proceed 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 high and immediate ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want 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 view them over here you can filter them out according to your needs and successive below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their business titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a basic sort of info tab which enables you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your services tab and below the options tab you have your analytics and reports reports are the standard general overview of the number of tickets you might 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 view your ticket volume patterns so you can Jennifer Cronin Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent productivity assistance operation and your general account settings over here you can see the development or the details of a specific team member or a group member and listed below that you can see your various channels of interaction you can also view your workflow and what sort of progress you have made what turning points that you have reached and just how much productivity each agent has you can view that from over here going back into tickets i’m going to show you how you can deal with 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 category what sort of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what type of question it is you can also appoint a specific representative to this question 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 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 include this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have replied to this customer you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable sort of response you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic getting going with us refunds and orders information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see how long will shipment take that’s a concern that is often asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the concern is different but i’m simply choosing this as a sample and now i’m simply going to pick 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 suggested options and canned forms so you’re going to click recommended services and you can see different posts that are a pre-written answer to a customer question and you can just insert that pre-written details into your reaction and send it without having to

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retype the same type of answers again and again so this is a really easy formula for your agents to follow so they can quickly react to e-mails so another excellent feature that freshdesk truly offers is creating groups so if you click groups in the admin section you can create various groups for different functions so if an issue and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which individual could define their function and make them the leader of this kind of billing ticket besides that you can also assign different in the group section you can also designate various 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 may have elevated a specific circumstance and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you guys in the next video Jennifer Cronin Freshdesk