Jira Freshdesk Mapping – effortless omnichannel service

So we are talking about…Jira Freshdesk Mapping…you can utilize freshdesk for client service so let’s start first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you register you’re gon na get going and that will fill 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 individualize your assistance desk you can verify your e-mail and below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted via phone email social networks chat or kinds and listed below that you can add your client assistance email so if someone is going to be contacting 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 someone 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 reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and below that you have your customer fulfillment and you can see the percentage of unfavorable actions or positive responses even neutral actions and the total reactions that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na give you a good 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 just state let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 sort of tickets you want to view if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your option tab is a basic sort of info tab which allows you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of miscellaneous you will find it in your services tab and below the options tab you have your analytics and reports reports are the fundamental general summary of the number of 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 trends so you can Jira Freshdesk Mapping

see on the ideal side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the boost or reduce 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 team channels workflow representative performance support operation and your basic account settings over here you can see the progress or the information of a specific staff member or a group member and below that you can see your various channels of communication you can also view your workflow and what type of development you have actually made what turning points that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show 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 type of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what kind of question it is you can also appoint a particular representative to this question so you can simply add a note essentially reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send that and now i have actually responded to this client you can likewise erase your responses 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 company 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 enter into the options tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds information gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will delivery take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket obviously 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 responding to a client on the bottom left you can see recommended services and canned types so you’re going to click recommended services and you can see various articles that are a pre-written answer to a consumer concern and you can simply insert 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 a very simple formula for your agents to follow so they can easily respond to emails so another great function that freshdesk really supplies is developing groups so if you click on groups in the admin section you can produce various groups for various purposes so if a ticket and a concern is related to billing you can appoint a group member so over here i’ve designated myself in this group and that person might specify their role and make them the leader of this type of billing ticket besides that you can also assign different in the group area you can also appoint different tickets to different 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 clients might have elevated a particular situation and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and helpful and i’ll catch you men in the next video Jira Freshdesk Mapping