John Bush Freshdesk – effortless omnichannel service

So we are talking about…John Bush Freshdesk…you can use freshdesk for customer care so let’s begin to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na get going which will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize 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 site alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can update those and next you’re gon na choose your support channel so how you can be called through phone email social networks chat or forms 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 someone to your team so if you have a team 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 control panel our dashboard 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 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 client satisfaction and you can see the percentage of negative responses or positive reactions even neutral responses and the total responses that you have gotten on the right 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 provide you a good little pointer on your basic control panel and now on the left side we’re gon na carry 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 immediate 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 want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with people you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of details tab which enables you to see 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 discover it in your solutions tab and below the options tab you have your analytics and reports reports are the basic general summary of how many 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 also view your ticket volume trends so you can John Bush Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative performance assistance operation and your general account settings over here you can view the development or the details of a certain team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what type of progress you have actually made what turning points that you have reached and just how much performance each agent has you can see 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its concern and you can likewise set what type of inquiry it is so what kind of concern it is you can likewise assign a specific representative to this inquiry so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving 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 immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m just going to send out 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 emails so if you’re an organization that’s running this ticketing service and you have a similar kind of response you need to give to each of your clients 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 basic beginning with us orders and refunds details gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket obviously the concern is various but i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested options and canned kinds so you’re going to click recommended solutions and you can see various posts that are a pre-written answer to a client concern and you can just place that pre-written info into your reaction and send it without needing to

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retype the same kind of responses again and again so this is a very easy formula for your agents to follow so they can quickly react to e-mails so another great feature that freshdesk actually offers is producing groups so if you click on groups in the admin section you can develop different groups for different purposes so if a ticket and an issue is related to billing you can designate a group member so over here i’ve designated myself in this group which person might define their function and make them the leader of this sort of billing ticket besides that you can also appoint various in the group section you can also assign 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 consumer escalations where clients may have elevated a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll catch you men in the next video John Bush Freshdesk