Jessica Gusso Freshdesk – effortless omnichannel service

So we are talking about…Jessica Gusso Freshdesk…you can utilize freshdesk for customer support so let’s begin first off you’re gon na begin 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 get started which will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and individualize your assistance desk you can verify your e-mail and listed below that you can see you can add your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also 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 update those and next you’re gon na choose your assistance channel so how you can be gotten in touch with through phone e-mail social media chat or kinds and listed below that you can include your client assistance e-mail so if someone is going to be calling you you can set that email over here and next up you can welcome somebody to your group 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 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 provide you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a nice pattern and listed below that you have your client fulfillment and you can see the portion of unfavorable actions or favorable reactions even neutral actions and the total reactions that you have gotten on the ideal 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 give you a great little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say let’s sort 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 best side you can see over here you can filter out what type of tickets you want to view if you wish 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 based on your requirements and next up below that you have your basic contact and business so you can see those whichever manner in which you have called people you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever type of account details that you have about them below that you have your solutions tab so your option tab is a general kind of information tab which enables you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your services tab and below the solutions tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Jessica Gusso Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or so what is the boost 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 team channels workflow representative productivity support operation and your basic account settings over here you can see the progress or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can likewise 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 see 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 specific category what kind of ticket this is you can change its status you can set its concern and you can also set what type of inquiry it is so what type of question it is you can also designate a specific representative to this inquiry so you can simply include 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 upgrade the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to key in hi matt rogers that’s the consumer 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 responded to this customer you can also erase your responses 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 kind of response you require to provide to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually general starting with us orders and refunds details gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will shipment take that’s a question that is often asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is various however i’m simply picking 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 replying to a client on the bottom left you can see suggested services and canned forms so you’re going to click on suggested options and you can see different short articles that are a pre-written answer to a consumer question and you can just insert that pre-written information 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 very simple formula for your representatives to follow so they can quickly react to e-mails so another excellent function that freshdesk really supplies is creating groups so if you click on groups in the admin section you can create different groups for various purposes so if a concern and a ticket is related to billing you can designate a group member so over here i have actually appointed myself in this group which individual might define their function and make them the leader of this type of billing ticket other than that you can also designate different in the group area you can likewise 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 consumer escalations where customers might have elevated a particular circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and useful and i’ll catch you men in the next video Jessica Gusso Freshdesk