Julie Werner Freshdesk – effortless omnichannel service

So we are talking about…Julie Werner Freshdesk…you can utilize freshdesk for customer service so let’s begin first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you register you’re gon na begin which will fill 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 assistance desk you can confirm your email and listed below that you can see you can add your language whatever kind of language you want on your website change the color of your logo so as you can see i’m gon na go with a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social media chat or kinds and listed below that you can include your consumer assistance email 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 team 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 control panel our control panel shows our

 

unsettled 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 graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer complete satisfaction and you can see the portion of favorable responses or negative responses even neutral actions and the overall responses that you have actually gotten on the ideal side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na give you a great little pointer on your basic dashboard 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 urgent ones will be on the leading however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can view 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 see those whichever way that you have gotten in touch with people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your services tab so your service tab is a basic kind of info tab which allows you to see your email marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your services tab and listed below the services tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Julie Werner Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the information of a specific employee or a group member and below that you can see your different channels of communication you can also see your workflow and what type of progress you have actually made what milestones that you have actually reached and just how much performance 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 change its status you can set its priority and you can also set what type of query it is so what kind of concern it is you can also appoint a specific agent to this inquiry so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your problem 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 immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this consumer you can likewise 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 company that’s running this ticketing service and you have a similar sort of response you need to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually general getting started with us orders and refunds info gifts and vouchers and facts and questions 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 the length of time will delivery take that’s a concern that is often asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is various however i’m simply selecting this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested options and canned forms so you’re going to click suggested services and you can see various articles that are a pre-written answer to a client question and you can just insert that pre-written info into your action and send it without needing to

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retype the very same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to emails so another excellent function that freshdesk really provides is producing groups so if you click groups in the admin section you can create different groups for different purposes so if a ticket and a concern is connected to billing you can designate a group member so over here i have actually appointed myself in this group which individual might define their function and make them the leader of this type of billing ticket besides that you can also assign various in the group section you can also assign different tickets to various groups and when 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 customers may have raised a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and valuable and i’ll capture you guys in the next video Julie Werner Freshdesk