Justgiving Freshdesk – effortless omnichannel service

So we are talking about…Justgiving Freshdesk…you can use freshdesk for client service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you register you’re gon na get going and that will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your aid desk you can validate your email and below that you can see you can include your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be gotten in touch with by means of phone email social media chat or kinds and below that you can add your client assistance email so if somebody is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group 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 next up over here we have our dashboard our dashboard 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 offer you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a great trend and below that you have your consumer complete satisfaction and you can see the percentage of negative actions or favorable reactions even neutral actions and the overall actions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na include it over here and it’s gon na offer you a good little reminder on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just state let’s arrange 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 ideal side you can see over here you can filter out what sort of tickets you wish 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 successive below that you have your basic contact and companies so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their company titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your option tab is a basic kind of information tab which enables 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 discover it in your solutions tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk extensive ticket analysis and you can also see your ticket volume patterns so you can Justgiving Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have sold or so what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow agent efficiency support operation and your general account settings over here you can see the development or the information of a particular employee or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what sort of progress you have made what turning points that you have actually reached and how much efficiency 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 add tags you can put it in a specific classification what type of ticket this is you can change its status you can set its concern and you can likewise set what sort of question it is so what type of concern it is you can also assign a specific representative to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to just tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to respond to the consumer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have actually replied to this client 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 an organization that’s running this ticketing service and you have a similar type of reaction you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the classifications you have actually basic beginning with us orders and refunds info gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see the length of time will shipment take that’s a question that is typically asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the concern is various however i’m simply choosing this as a sample and now i’m simply 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 suggested solutions and you can see various posts that are a pre-written answer to a customer concern and you can just insert that pre-written details 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 a very easy formula for your representatives to follow so they can quickly respond to emails so another great feature that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can create various groups for different purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve designated myself in this group and that individual might specify their role and make them the leader of this sort of billing ticket besides that you can likewise designate different in the group section you can likewise designate various 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 customer escalations where consumers might have raised a specific situation and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and handy and i’ll catch you men in the next video Justgiving Freshdesk