Kate Crane Freshdesk – effortless omnichannel service

So we are talking about…Kate Crane Freshdesk…you can use freshdesk for customer support so let’s start to begin with 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 totally free as quickly as you sign up you’re gon na get going and that will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can validate your email and below that you can see you can include your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and listed below that you can also 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 upgrade those and next you’re gon na choose your assistance channel so how you can be contacted via phone email social media chat or types and below that you can add your customer assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite 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 control panel our control panel reveals our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to show you a great trend and listed below that you have your client satisfaction and you can see the portion of negative reactions or positive reactions even neutral responses and the overall actions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need to add to your to-do list you’re gon na add it over here and it’s gon na provide you a nice little pointer on your basic control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s just state let’s sort them by their status and now you can see urgent and high ones will be on the leading however 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 kind of tickets you wish to view if you wish to see the tickets that are designated 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 business so you can see those whichever way that you have actually called people you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account information that you have about them listed below that you have your options tab so your solution tab is a basic sort of details tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will discover it in your solutions tab and listed below the services tab you have your reports and analytics reports are the standard general summary of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Kate Crane Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow agent performance assistance operation and your basic account settings over here you can view the progress or the details of a particular staff member or a group member and listed below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here going back into tickets i’m going to reveal 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 category what kind of ticket this is you can alter its status you can set its priority and you can also set what sort of question it is so what type of question it is you can also assign a specific agent to this inquiry so you can just include a note basically respond

 

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 upgrade the status i’m going to add this note now i’m going to respond to the customer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send out that and now i have actually replied to this consumer you can also delete your actions within 10 seconds so if you slip up you can delete 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 type of response you need to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general starting with us refunds and orders details gifts and discount coupons and truths and questions 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 release this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is various but i’m simply picking this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned types so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a client concern and you can just insert that pre-written information into your action and send it without having to

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retype the same kind of answers again and again so this is a very simple formula for your representatives to follow so they can quickly respond to e-mails so another great function that freshdesk truly supplies is producing 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 appoint a group member so over here i have actually appointed myself in this group which individual might define their role and make them the leader of this kind of billing ticket other than that you can also assign various in the group section you can likewise assign various tickets to different groups and as soon as 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 client escalations where customers might have elevated a certain circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll catch you people in the next video Kate Crane Freshdesk