Kari Schneider Freshdesk – effortless omnichannel service

So we are talking about…Kari Schneider Freshdesk…you can use freshdesk for client service so let’s start 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 information and register for free as quickly as you sign up you’re gon na get started which will fill your basic dashboard 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 confirm your e-mail and listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with via phone e-mail social media chat or kinds and below that you can include your customer assistance e-mail so if someone is going to be calling 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 someone is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals our

 

unresolved 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 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 show you a nice trend and below that you have your consumer complete satisfaction and you can see the portion of negative responses or positive reactions even neutral actions and the overall reactions that you have actually gotten on the best side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a good little suggestion on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply state 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 ideal side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up below that you have your basic contact and business so you can view those whichever manner in which you have called people you can see their email addresses uh their company titles their telephone number 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 type of information tab which permits you to see your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the standard general introduction of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also view your ticket volume trends so you can Kari Schneider Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic 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 interaction you can likewise view your workflow and what sort of development you have actually made what turning points that you have reached and just how much performance each agent has you can see 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 kind of ticket this is you can alter its status you can set its top priority and you can also set what sort of inquiry it is so what kind of question it is you can also designate a specific agent to this question so you can just add a note basically respond

 

tto this person and now i’m going to simply tell them i will be resolving 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 add this note now i’m going to respond to the consumer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m just going to send that and now i have replied to this consumer you can also delete your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of action you need to provide to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have actually general beginning with us refunds and orders info presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently available and let’s see the length of time will delivery take that’s a question that is often asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket clearly the question is different however i’m simply picking 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 replying to a client on the bottom left you can see recommended options and canned types so you’re going to click on suggested options and you can see various articles that are a pre-written answer to a customer question and you can just insert that pre-written information into your action and send it without needing to

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retype the same sort of responses again and again so this is a really simple formula for your representatives to follow so they can easily respond to emails so another terrific feature that freshdesk actually supplies is creating groups so if you click on groups in the admin area you can create various groups for various functions so if an issue and a ticket is connected to billing you can assign a group member so over here i’ve designated myself in this group which individual could define their function and make them the leader of this kind of billing ticket besides that you can likewise assign various in the group section you can likewise assign various tickets to various 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 customer escalations where consumers might have raised a certain situation and yeah this is how you can start 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 Kari Schneider Freshdesk