Joomla Freshdesk Chat Plugin – effortless omnichannel service

So we are talking about…Joomla Freshdesk Chat Plugin…you can utilize freshdesk for customer service so let’s begin first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you register you’re gon na begin and that will load your basic control panel so when you’re getting started 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 confirm your email and below that you can see you can add your language whatever sort of language you desire on your site change 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 therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone email social media chat or kinds and listed below that you can include your consumer assistance email so if someone is going to be contacting you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our control panel reveals 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 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 nice pattern and listed below that you have your consumer fulfillment and you can see the portion of positive reactions or unfavorable reactions even neutral reactions and the overall responses that you have gotten on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a great little tip 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 immediate 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 kind of tickets you wish to view if you want to see the tickets that are assigned 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 next up listed below that you have your basic contact and companies so you can see those whichever way that you have gotten in touch with individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your solution tab is a general kind of info tab which enables you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort 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 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 extensive ticket analysis and you can also view your ticket volume trends so you can Joomla Freshdesk Chat Plugin

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can view the development or the information of a specific staff member or a group member and below that you can see your various channels of interaction you can also see your workflow and what kind of progress you have actually made what turning points that you have reached and how much performance each representative has you can view that from over here returning into tickets i’m going to show you how you can fix 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 sort of ticket this is you can change its status you can set its concern and you can also set what type of query it is so what kind of concern it is you can likewise designate a specific agent to this question so you can just include a note basically reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your concern 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 reply to the customer so it’s immediately going to type in 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 that and now i have actually replied to this client you can likewise delete your reactions 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 type of action you need to provide 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 categories you have basic getting started with us refunds and orders details presents and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see for how long will delivery take that’s a concern that is frequently 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 undoubtedly the concern is different but i’m simply picking this as a sample and now i’m simply 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 solutions and you can see different short articles that are a pre-written answer to a customer concern and you can simply place that pre-written info into your action and send it without having to

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retype the exact same sort of responses again and again so this is a very easy formula for your representatives to follow so they can easily respond to e-mails so another great function that freshdesk actually offers is creating groups so if you click groups in the admin area you can create different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i’ve appointed myself in this group which individual might define their role and make them the leader of this kind of billing ticket other than that you can likewise designate different in the group area you can also designate various tickets to different groups and once 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 client escalations where clients may have raised a certain circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you guys in the next video Joomla Freshdesk Chat Plugin