Kate Garcia Freshdesk – effortless omnichannel service

So we are talking about…Kate Garcia Freshdesk…you can utilize freshdesk for customer care so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you sign up you’re gon na get started which will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can validate your email and listed below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be called via phone e-mail social media chat or kinds and listed below that you can add your customer assistance email so if someone is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals our

 

unresolved tickets overdue 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 trends so if the tickets are selling out much better or worse it’s going to show you a nice trend and below that you have your customer fulfillment and you can see the portion of favorable responses or unfavorable reactions even neutral reactions and the overall responses that you have actually gotten on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s sort 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 kind of tickets you want to see if you wish to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your option tab is a basic kind of details tab which permits you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will find it in your solutions tab and listed below the options tab you have your reports and analytics reports are the basic general overview 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 in-depth ticket analysis and you can also see your ticket volume patterns so you can Kate Garcia Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold approximately what is the boost or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative efficiency assistance operation and your basic account settings over here you can view the progress or the information of a particular staff member or a group member and below that you can see your different channels of interaction you can also see your workflow and what sort of progress you have actually made what milestones that you have actually reached and how much performance each representative has you can view that from over here returning 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 type of ticket this is you can alter its status you can set its concern and you can likewise set what kind of question it is so what type of concern it is you can also assign a specific representative to this query so you can simply add a note essentially reply

 

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 automatically going to key in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually responded to this client you can also delete your reactions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a similar type of reaction you require to offer to each of your consumers again and again you’re going to enter into the options tab and over here you can see there is the categories you have general getting started with us orders and refunds info presents and coupons and truths and concerns so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see how long will delivery take that’s a question that is frequently asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply choose this ticket clearly the question is different however i’m just selecting this as a sample and now i’m just going to choose 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 suggested services and canned forms so you’re going to click on suggested options and you can see various posts that are a pre-written answer to a customer concern and you can just place that pre-written info into your action and send it without having to

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retype the very same type of responses again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to e-mails so another excellent feature that freshdesk truly provides is developing groups so if you click groups in the admin section you can develop various groups for different purposes so if a ticket and an issue is related to billing you can assign a group member so over here i have actually assigned myself in this group which individual could define their role and make them the leader of this sort of billing ticket other than that you can likewise assign different in the group area you can also assign various tickets to various groups and once 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 situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and practical and i’ll catch you men in the next video Kate Garcia Freshdesk