Jessica Marasco Freshdesk – effortless omnichannel service

So we are talking about…Jessica Marasco Freshdesk…you can utilize freshdesk for customer support so let’s begin first off you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na get going and that will pack your basic control panel so when you’re getting started 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 verify your e-mail and below that you can see you can include your language whatever type of language you want on your website change the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise alter 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 update those and next you’re gon na choose your support channel so how you can be contacted by means of phone email social media chat or types and below that you can add your customer assistance 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 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 control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a good pattern and listed below that you have your customer satisfaction and you can see the percentage of positive responses or unfavorable reactions even neutral reactions and the total responses that you have gotten on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na offer you a nice little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see high and immediate ones will be on the top 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 see if you wish to see the tickets that are appointed to a specific individual 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 listed below that you have your basic contact and business so you can see those whichever way that you have contacted individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your service tab is a basic kind of information tab which allows you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your services tab and below the options tab you have your analytics and reports reports are the basic general overview 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 Jessica Marasco Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or reduce 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 support operation and your general account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what kind of development you have made what milestones that you have reached and just how much productivity each representative has you can see that from over here going back 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 particular category what type of ticket this is you can change its status you can set its priority and you can also set what sort of inquiry it is so what type of question it is you can also designate a particular agent to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your issue now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to reply to the customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have actually responded to this client you can also erase your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a similar sort of reaction you need to provide to each of your customers 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 orders and refunds details gifts and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample just select this ticket undoubtedly the concern is different however i’m simply selecting this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned kinds so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your response and send it without needing to

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retype the very same type of responses again and again so this is a very easy formula for your agents to follow so they can easily react to emails so another great function that freshdesk actually provides is creating groups so if you click on groups in the admin section you can develop various groups for various functions so if a ticket and a concern is associated with billing you can assign a group member so over here i have actually appointed 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 likewise designate various in the group section you can likewise designate different tickets to different 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 client escalations where clients might have elevated a certain scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and helpful and i’ll capture you people in the next video Jessica Marasco Freshdesk