John Geschke General Counsel Freshdesk – effortless omnichannel service

So we are talking about…John Geschke General Counsel Freshdesk…you can utilize freshdesk for customer service so let’s begin first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you sign up you’re gon na get started and that will fill your basic control panel 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 personalize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na choose 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 and so you can update those and next you’re gon na choose your assistance channel so how you can be called through phone email social networks chat or types and listed 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 invite somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows 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 give you a chart that shows you the trends so if the tickets are selling out better or even worse it’s going to show you a great pattern and listed below that you have your customer fulfillment and you can see the portion of unfavorable reactions or favorable actions even neutral responses and the total actions that you have actually received on the ideal 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 include it over here and it’s gon na provide you a nice little tip on your basic dashboard 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 say let’s sort 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 sort of tickets you want to view if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive below that you have your basic contact and companies so you can see those whichever manner in which you have gotten in touch with people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your solution tab is a general type of details tab which permits 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 miscellaneous you will find it in your services tab and listed below the services 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 pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can John Geschke General Counsel Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can view the development or the information of a particular employee or a group member and below that you can see your different channels of interaction you can also see your workflow and what type of progress you have actually made what milestones that you have reached and just how much performance each representative has you can view that from over here going back into tickets i’m going to show 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 particular category what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of question it is so what type of question it is you can likewise assign a specific agent to this question so you can just include a note essentially respond

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have replied to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar sort of reaction you need to give to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders details presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see the length of time will delivery take that’s a question that is often asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply choose this ticket obviously the question is various but i’m just picking this as a sample and now i’m just 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 consumer on the bottom left you can see suggested services and canned kinds so you’re going to click on recommended options and you can see different short articles that are a pre-written answer to a customer question and you can just place that pre-written details into your response and send it without having to

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retype the very same kind of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to emails so another terrific feature that freshdesk truly supplies is creating groups so if you click on groups in the admin section you can create different groups for different purposes so if a ticket and a concern is related to billing you can assign a group member so over here i’ve assigned myself in this group which individual could define their role and make them the leader of this sort of billing ticket other than that you can also designate various in the group section you can also assign different tickets to various groups and as soon as 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 consumer escalations where consumers might have elevated a certain situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and helpful and i’ll capture you men in the next video John Geschke General Counsel Freshdesk