Jive Communications Freshdesk Integration – effortless omnichannel service

So we are talking about…Jive Communications Freshdesk Integration…you can utilize freshdesk for customer support so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you register you’re gon na start and that will pack 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 aid desk you can verify your email and listed below that you can see you can add your language whatever kind of language you desire on your website change the color of your logo design so as you can see i’m gon na go with 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 ought to make that black yeah therefore you can update those and next you’re gon na choose your assistance channel so how you can be contacted via phone email social media chat or kinds and listed below that you can add your client support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your group 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 next up over here we have our control panel our dashboard reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and below that you have your consumer satisfaction and you can see the portion of unfavorable responses or favorable reactions even neutral responses and the total reactions that you have actually received on the best side you’re gon na have your to-do list 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 offer you a nice little reminder on your basic control panel and now on the left side we’re gon na move 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 urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the right 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 designated to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever sort of account information that you have about them below that you have your options tab so your option tab is a basic type of details tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will find it in your services tab and listed below the solutions tab you have your analytics and reports 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 assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Jive Communications Freshdesk Integration

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or so what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative performance support operation and your basic account settings over here you can see the development or the details of a particular team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what kind of progress you have actually made what turning points that you have actually reached and how much performance each agent has you can view that from over here going back 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 include tags you can put it in a specific classification what kind of ticket this is you can alter its status you can set its top priority and you can also set what sort of inquiry it is so what type of concern it is you can also assign a specific representative to this question so you can simply include a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send that and now i have replied to this consumer you can also delete your responses within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable type of reaction you require to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic getting started with us refunds and orders details gifts and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently 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 simply select this ticket clearly the concern is different however i’m just selecting 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 customer on the bottom left you can see suggested services and canned kinds so you’re going to click suggested services and you can see various short articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your action and send it without needing to

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retype the very same sort of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce different groups for different purposes so if a ticket and a problem is related to billing you can appoint a group member so over here i’ve appointed myself in this group which person could define their function and make them the leader of this type of billing ticket other than that you can likewise appoint various in the group area you can likewise designate various 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 consumers may have elevated a particular 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 handy and i’ll catch you men in the next video Jive Communications Freshdesk Integration