Jump Cloud Freshdesk – effortless omnichannel service

So we are talking about…Jump Cloud Freshdesk…you can utilize freshdesk for customer support 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 details and register for free as soon as you register you’re gon na start which will fill your basic control panel 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 personalize your aid desk you can verify your email and below that you can see you can include your language whatever kind of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be contacted by means of phone email social networks chat or forms and listed below that you can include your client assistance e-mail so if someone 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 somebody is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our control panel reveals our

 

unsettled 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 graph that shows you the trends so if the tickets are selling out better or worse it’s going to show you a nice pattern and below that you have your customer satisfaction and you can see the portion of unfavorable responses or favorable reactions even neutral actions and the total reactions that you have actually gotten on the best side you’re gon na have your order of business 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 provide you a good little tip 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 just say let’s sort them by their status and now you can see high and urgent ones will be on the top nevertheless 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 sort of tickets you want to see if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a general type of information tab which permits you to see 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 discover it in your solutions tab and below the options tab you have your reports and analytics reports are the fundamental 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 aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Jump Cloud Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative performance assistance operation and your basic account settings over here you can see the development or the information of a certain team member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what sort of development you have made what milestones that you have reached and just how much efficiency each agent has you can see that from over here going back 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 kind of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of question it is you can also appoint a specific agent to this query so you can just include a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving 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 add this note now i’m going to respond to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually responded to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of action you require to give to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the categories you have general starting with us orders and refunds details presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see for how long will delivery take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the question is various however i’m just 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 consumer on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested options and you can see different posts that are a pre-written answer to a client question and you can just place that pre-written details into your action and send it without needing to

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retype the exact same type of answers again and again so this is a really simple formula for your representatives to follow so they can easily react to emails so another excellent feature that freshdesk actually provides is developing groups so if you click on groups in the admin section you can develop different groups for various purposes so if a problem and a ticket is related to billing you can designate a group member so over here i’ve assigned myself in this group which individual might specify their role and make them the leader of this type of billing ticket other than that you can also appoint different in the group area you can also assign different tickets to different 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 client escalations where customers might have raised a particular situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you men in the next video Jump Cloud Freshdesk