Joe Jorczak Freshdesk – effortless omnichannel service

So we are talking about…Joe Jorczak Freshdesk…you can utilize freshdesk for customer support so let’s get started to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as soon as you sign up you’re gon na start which will load 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 help desk you can confirm your email and below that you can see you can include your language whatever kind of language you want on your site change the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted through phone email social networks chat or kinds and listed below that you can include your customer support 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 group so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a great pattern and below that you have your consumer satisfaction and you can see the portion of negative responses or favorable actions even neutral responses and the total reactions 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 give you a good little reminder on your basic control panel and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see urgent and high ones will be on the leading however 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 sort of tickets you want to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your service tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is type of miscellaneous you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the standard general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Joe Jorczak Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can see the progress or the details of a specific staff member or a group member and below that you can see your various channels of interaction you can also view your workflow and what kind of progress 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 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 add tags you can put it in a specific category what type of ticket this is you can alter its status you can set its top priority and you can likewise set what type of question it is so what type of concern it is you can also assign a specific agent to this query so you can just add a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have replied to this customer you can also erase your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of action you need to give to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general starting with us refunds and orders information gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a question that is typically asked you can just publish this draft and then return to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is various however 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 reply to it and you can see when you’re responding to a client on the bottom left you can see recommended options and canned forms so you’re going to click on suggested options and you can see different posts that are a pre-written answer to a customer concern and you can simply insert that pre-written details into your action and send it without having to

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retype the very same type of responses again and again so this is a really easy formula for your representatives to follow so they can easily respond to emails so another fantastic function that freshdesk really offers is producing groups so if you click groups in the admin section you can create various groups for different functions so if a concern and a ticket is associated with billing you can appoint a group member so over here i’ve assigned myself in this group and that individual could specify their role and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group section you can likewise designate various tickets to various 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 customers might have elevated a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you men in the next video Joe Jorczak Freshdesk