Jess Fraser Freshdesk – effortless omnichannel service

So we are talking about…Jess Fraser Freshdesk…you can utilize freshdesk for customer support so let’s get going to begin with you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you sign up you’re gon na begin which will load your basic dashboard 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 assistance desk you can validate your email and below that you can see you can add your language whatever sort 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 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 email social media chat or types and below that you can include your consumer support e-mail so if someone is going to be contacting you you can set that email 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 invite them over here next up over here we have our dashboard our dashboard 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 give you a chart that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your customer fulfillment and you can see the percentage of unfavorable reactions or positive reactions even neutral responses and the total actions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a nice little tip on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange 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 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 want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your option tab is a basic sort of details tab which permits you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Jess Fraser Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of development you have made what turning points that you have actually reached and just how much efficiency each agent has you can see that from over here returning into tickets i’m going to show 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 include tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of inquiry it is so what type of concern it is you can also designate a specific agent to this question so you can simply include a note basically respond

 

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 respond to the client so it’s automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this client you can also erase your responses 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 an organization that’s running this ticketing service and you have a comparable kind of action you need 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 classifications you have actually general getting started with us orders and refunds details presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the question is different however i’m simply selecting this as a sample and now i’m just 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 client on the bottom left you can see suggested services and canned forms so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your response and send it without needing to

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retype the exact same type of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another fantastic function that freshdesk really provides is producing groups so if you click groups in the admin section you can develop different groups for various purposes so if a problem and a ticket is related to billing you can designate a group member so over here i’ve designated myself in this group which person might define their function and make them the leader of this type of billing ticket aside from that you can likewise appoint different in the group section you can likewise designate different tickets to various groups and when 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 customers may have raised a particular 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 catch you guys in the next video Jess Fraser Freshdesk