Jennifer Vargas Freshdesk – effortless omnichannel service

So we are talking about…Jennifer Vargas Freshdesk…you can use freshdesk for customer service so let’s begin to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na begin 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 establish your account so over here and individualize your aid desk you can confirm your e-mail and below that you can see you can add your language whatever kind of language you want 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 likewise alter your menu color so i’m also 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 select your assistance channel so how you can be contacted through phone e-mail social media chat or kinds and listed below that you can include your customer support email so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome someone to your team so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows 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 shows you the patterns so if the tickets are selling out better or worse it’s going to reveal you a good trend and listed below that you have your consumer fulfillment and you can see the portion of unfavorable responses or positive responses even neutral reactions and the overall reactions that you have actually received on the right 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 offer you a good little suggestion 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 state let’s sort them by their status and now you can see high and immediate ones will be on the top however 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 sort of tickets you want to see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can see those whichever manner in which you have contacted individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your options tab so your solution tab is a general type of information tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of various you will discover it in your solutions tab and listed below the options tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can also see your ticket volume patterns so you can Jennifer Vargas Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the information of a specific employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what milestones that you have 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 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 add tags you can put it in a specific category what type of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what type of concern it is you can likewise appoint a particular agent to this query 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 problem 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 respond to the customer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this customer you can likewise erase your actions within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar type of action you require to offer 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 categories you have actually basic getting going with us orders and refunds info presents and discount coupons and truths and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see the length of time will delivery take that’s a question that is frequently 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 different but i’m just selecting 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 client on the bottom left you can see suggested options and canned forms so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a customer question and you can simply place that pre-written details into your reaction and send it without needing to

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retype the same type of answers again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk actually provides is creating groups so if you click on groups in the admin section you can produce different groups for different purposes so if a ticket and an issue is connected to billing you can designate a group member so over here i have actually assigned 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 also appoint different in the group area you can likewise assign various tickets to various groups and when 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 customer escalations where clients might have raised a particular situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you people in the next video Jennifer Vargas Freshdesk