Kate Mcmahon Freshdesk – effortless omnichannel service

So we are talking about…Kate Mcmahon Freshdesk…you can utilize freshdesk for customer care so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you register you’re gon na start which will pack your basic dashboard so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can validate your email and listed below that you can see you can add your language whatever kind of language you desire on your site change 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 also 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 select your support channel so how you can be contacted by means of phone e-mail social media chat or kinds and listed below that you can include your client assistance email so if someone is going to be contacting you you can set that email over here and next up you can invite someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard 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 provide you a chart that reveals you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your consumer fulfillment and you can see the percentage of negative responses or positive responses even neutral reactions and the total actions that you have received on the right side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na provide you a great little reminder on your basic dashboard and now on the left side we’re gon na move on 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 right side you can see over here you can filter out what kind of tickets you want to see if you want to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with individuals you can see their e-mail addresses uh their business titles their contact 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 general type of info 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 sort of various you will find it in your services tab and below the services tab you have your analytics and reports reports are the standard general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can also view your ticket volume patterns so you can Kate Mcmahon Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the information of a particular employee or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of progress you have made what milestones that you have actually reached and just how much productivity each representative has you can view that from over here returning into tickets i’m going to show you how you can solve 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 change its status you can set its priority and you can also set what type of query it is so what kind of question it is you can also designate a specific representative to this question so you can simply include a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving your ticket your problem 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 reply to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have actually replied to this customer you can also delete your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of response you require 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 categories you have basic starting with us refunds and orders info gifts and vouchers and facts 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 how long will shipment take that’s a question that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different however i’m simply picking this as a sample and now i’m simply 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 suggested solutions and canned forms so you’re going to click on suggested solutions and you can see different posts that are a pre-written answer to a client concern and you can just place that pre-written details into your action and send it without needing to

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retype the same type of responses again and again so this is a really simple formula for your representatives to follow so they can quickly react to e-mails so another excellent function that freshdesk really supplies is developing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and a concern is connected to billing you can assign a group member so over here i’ve designated myself in this group which individual might define their role and make them the leader of this kind of billing ticket aside from that you can likewise assign different in the group section you can likewise appoint various tickets to different 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 clients might have elevated 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 guys in the next video Kate Mcmahon Freshdesk