Jim Gearhart Freshdesk – effortless omnichannel service

So we are talking about…Jim Gearhart Freshdesk…you can use freshdesk for customer service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you register you’re gon na get started and that will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you want on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and below that you can include your consumer assistance email so if someone is going to be calling you you can set that e-mail 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 selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel reveals 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 give you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and listed below that you have your consumer fulfillment and you can see the portion of negative actions or positive reactions even neutral actions and the overall responses that you have actually received on the ideal 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 add it over here and it’s gon na give you a nice little reminder 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 state let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless 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 kind of tickets you wish to view 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 requirements and successive below that you have your basic contact and business so you can see those whichever way that you have contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a basic type of info tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of how many tickets you may have offered what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume trends so you can Jim Gearhart Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and listed below that you can see your different channels of communication you can likewise see your workflow and what type of development 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 returning into tickets i’m going to reveal you how you can resolve 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 classification what sort of ticket this is you can alter its status you can set its priority and you can likewise set what kind of question it is so what type of concern it is you can also appoint a specific agent to this question so you can simply add a note basically 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 upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send that and now i have actually responded to this customer you can likewise delete your reactions 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 business that’s running this ticketing service and you have a similar sort of reaction you need to offer to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the classifications you have basic getting going with us orders and refunds details presents and vouchers and truths and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will shipment take that’s a concern that is typically asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket obviously the question is different but i’m simply picking this as a sample and now i’m simply going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned types so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a client question and you can just insert that pre-written info into your response and send it without having to

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retype the same type of answers again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another excellent function that freshdesk truly supplies is developing groups so if you click groups in the admin section you can produce different groups for different functions so if a ticket and a problem is related to billing you can assign a group member so over here i have actually appointed myself in this group which individual might specify their function and make them the leader of this kind of billing ticket other than that you can also appoint different in the group area you can also appoint various tickets to different groups and as soon as 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 may have raised a specific circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you men in the next video Jim Gearhart Freshdesk