Karen Farmer Freshdesk – effortless omnichannel service

So we are talking about…Karen Farmer Freshdesk…you can use freshdesk for customer service so let’s get started 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 sign up for free as soon as you sign up you’re gon na begin which will fill your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can confirm your email and below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be contacted by means of phone email social media chat or kinds and listed below that you can include your client support 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 somebody to your team so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed 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 reveal you a great trend and listed below that you have your customer fulfillment and you can see the percentage of positive reactions or unfavorable responses even neutral reactions and the overall responses that you have actually received on the right side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a good little suggestion 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 say let’s arrange them by their status and now you can see high and urgent ones will be on the leading 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 particular individual or the tickets that are still unassigned you can see them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can view those whichever manner in which you have contacted people you can see their email addresses uh their business titles their phone numbers facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your solution tab is a basic kind of info tab which allows you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the standard general overview of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Karen Farmer 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 boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent efficiency support operation and your basic account settings over here you can view the development or the information of a certain 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 type of progress you have actually made what milestones that you have actually reached and how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal 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 specific category what kind of ticket this is you can alter its status you can set its top priority and you can likewise set what type of inquiry it is so what type of question it is you can likewise assign 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 resolving your ticket your concern 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 reply to the customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually replied to this customer you can also delete your reactions within 10 seconds so if you make a mistake 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 type of response you require to offer to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the categories you have general beginning with us refunds and orders details gifts and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see the length of time will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is various however i’m just 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 consumer on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended services and you can see various articles that are a pre-written answer to a client question and you can simply insert that pre-written details into your reaction 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 simple formula for your representatives to follow so they can easily react to emails so another fantastic function that freshdesk actually supplies is developing groups so if you click groups in the admin area you can create different groups for various functions so if a concern and a ticket is associated with billing you can designate a group member so over here i have actually designated myself in this group and that individual might specify their role and make them the leader of this kind of billing ticket besides that you can likewise designate different in the group area you can likewise appoint various tickets to different groups and once 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 clients might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and handy and i’ll capture you guys in the next video Karen Farmer Freshdesk