Josh White Freshdesk – effortless omnichannel service

So we are talking about…Josh White Freshdesk…you can use freshdesk for customer care so let’s start to begin with you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as quickly as you sign up you’re gon na get started which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your aid desk you can verify your email and listed below that you can see you can include 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 alter 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 upgrade those and next you’re gon na pick your assistance channel so how you can be called through phone e-mail social networks chat or kinds and listed below that you can add your client support email so if someone is going to be contacting you you can set that email over here and next up you can welcome someone 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 invite them over here next up over here we have our dashboard our dashboard 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 offer you a chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and below that you have your customer fulfillment and you can see the percentage of unfavorable actions or positive responses even neutral responses and the overall reactions that you have actually gotten on the ideal 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 add it over here and it’s gon na offer you a nice little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see urgent and high ones will be on the top however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to view if you want to see the tickets that are assigned 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 business so you can see those whichever way that you have called people you can see their email addresses uh their company titles their contact number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your service tab is a general type of details tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your services tab and below the solutions tab you have your analytics and reports reports are the basic general overview of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Josh White Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might 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 general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can view the progress or the details of a specific staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of progress you have made what turning points that you have reached and how much performance each agent has you can see that from over here going back 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 add tags you can put it in a particular category what sort of ticket this is you can change its status you can set its top priority and you can likewise set what kind of question it is so what kind of concern it is you can also designate a particular representative to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to just tell them i will be solving 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 include this note now i’m going to respond to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually responded to this client you can likewise delete your responses within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of action you need to give to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have general starting with us orders and refunds information presents and vouchers 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 the length of time will delivery take that’s a concern that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket undoubtedly the question is various however i’m simply selecting 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 responding to a customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click on recommended solutions and you can see different posts that are a pre-written answer to a consumer concern and you can just place that pre-written info into your action and send it without needing to

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retype the very same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another fantastic function that freshdesk actually provides is producing groups so if you click on groups in the admin area you can produce different groups for different purposes so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually appointed myself in this group which person could define their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can also designate various 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 clients might have raised a specific circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you guys in the next video Josh White Freshdesk