Jira Service Desk Freshdesk Integration – effortless omnichannel service

So we are talking about…Jira Service Desk Freshdesk Integration…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na begin your complimentary 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 started which will fill your basic control panel 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 help desk you can confirm your email and below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na opt for 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 need to 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 gotten in touch with by means of phone e-mail social media chat or kinds and below that you can include your customer assistance e-mail so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows our

 

unsolved 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 patterns so if the tickets are selling out much better or worse it’s going to reveal you a good pattern and below that you have your customer satisfaction and you can see the portion of negative actions or favorable reactions even neutral responses and the total actions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a good little pointer 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 say let’s sort them by their status and now you can see high and immediate ones will be on the leading however 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 type of tickets you wish 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 as per your needs and next up below that you have your basic contact and business so you can view those whichever way that you have actually contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your solutions tab so your service tab is a general type of details tab which enables you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your solutions tab and listed below the solutions tab you have your reports and analytics reports are the standard general overview 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 extensive ticket analysis and you can also see your ticket volume trends so you can Jira Service Desk Freshdesk Integration

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative performance assistance operation and your basic account settings over here you can see the development or the information of a specific staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what type of development you have actually made what milestones that you have actually reached and just how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal you how you can solve 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 classification what kind of ticket this is you can change its status you can set its concern and you can likewise set what kind of query it is so what type of question it is you can likewise designate a particular representative to this query so you can simply add a note basically respond

 

tto this person and now i’m going to simply 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 include this note now i’m going to reply to the customer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m just going to send 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 delete 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 similar type of action you require to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders information gifts and vouchers and truths and questions 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 shipment take that’s a question that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different but i’m just picking this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click suggested options and you can see various short articles that are a pre-written answer to a customer question and you can simply insert that pre-written details into your action and send it without having to

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retype the same sort of responses again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another excellent feature that freshdesk truly supplies is creating groups so if you click groups in the admin section you can create different groups for different functions so if a problem and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group and that person might specify their function and make them the leader of this kind of billing ticket other than that you can also designate different in the group section you can also appoint different tickets to various 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 customer escalations where customers might have elevated a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you people in the next video Jira Service Desk Freshdesk Integration