Jessica Blake Freshdesk – effortless omnichannel service

So we are talking about…Jessica Blake Freshdesk…you can utilize freshdesk for customer care so let’s start to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as soon as you sign up you’re gon na start and that will fill 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 personalize your aid desk you can verify your e-mail and below that you can see you can include your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be called via phone e-mail social media chat or forms and listed below that you can include your client assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite someone 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 successive over here we have our control panel our control panel shows our

 

unsettled 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 give you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your client satisfaction and you can see the percentage of favorable reactions or unfavorable reactions even neutral reactions and the total actions that you have actually received on the best side you’re gon na have your to-do list 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 give you a good little tip 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 just state let’s sort 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 ideal side you can see over here you can filter out what sort of tickets you want to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can view those whichever manner in which you have contacted individuals you can see their e-mail addresses uh their company 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 solution tab is a general sort of details tab which permits you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will find it in your options tab and listed below the services tab you have your reports and analytics reports are the fundamental general summary of how many tickets you may 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 view your ticket volume trends so you can Jessica Blake Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may 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 basic administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can view the development or the details of a specific staff member 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 development you have actually made what turning points that you have actually reached and just how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal you how you can fix 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 kind of ticket this is you can alter its status you can set its top priority and you can likewise set what sort of question it is so what kind of question it is you can also assign a particular agent to this query so you can simply include a note generally respond

 

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 upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this client you can likewise delete your reactions within 10 seconds so if you slip up 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 similar sort of reaction you require to provide to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have basic starting with us refunds and orders information presents 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 for how long will delivery take that’s a question that is frequently asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various but i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a client on the bottom left you can see recommended services and canned kinds so you’re going to click on suggested options and you can see different posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your reaction and send it without needing to

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retype the same sort of answers again and again so this is a very simple formula for your representatives to follow so they can easily respond to emails so another terrific feature that freshdesk actually supplies is producing groups so if you click groups in the admin area you can produce various groups for different purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually assigned myself in this group and that person might specify their function and make them the leader of this sort of billing ticket aside from that you can likewise assign various in the group area you can also 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 customer escalations where consumers might have raised a particular scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and helpful and i’ll catch you people in the next video Jessica Blake Freshdesk