Katherine Cavanaugh Freshdesk – effortless omnichannel service

So we are talking about…Katherine Cavanaugh Freshdesk…you can use freshdesk for client service so let’s get going first off you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na begin and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and individualize your aid desk you can validate your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na choose a pink and below that you can also alter 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 upgrade those and next you’re gon na pick your assistance channel so how you can be called by means of phone e-mail social media chat or forms and listed below that you can include your customer support email so if somebody is going to be contacting 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 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 past due 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 trends so if the tickets are selling out better or even worse it’s going to show you a nice pattern and listed below that you have your client fulfillment and you can see the portion of unfavorable actions or positive reactions even neutral reactions 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 require to add to your to-do list you’re gon na add it over here and it’s gon na give you a nice little tip 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 just state let’s sort them by their status and now you can see high and immediate 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 type of tickets you wish to view if you wish to see the tickets that are designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your options tab so your solution tab is a general type of info tab which allows you to see your email marketing your legal requirements

Get Katherine Cavanaugh Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is type of various you will discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the standard general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Katherine Cavanaugh Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the development or the details of a particular team member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what type of progress you have actually made what milestones that you have reached and 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 deal with 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 classification what type of ticket this is you can change its status you can set its priority and you can likewise set what sort of query it is so what kind of question it is you can likewise designate a specific representative to this query so you can simply include a note basically respond

 

tto this person and now i’m going to simply tell them i will be fixing your ticket your issue now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to include this note now i’m going to reply to the client so it’s automatically going to type in 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 that and now i have responded to this client you can also delete your actions within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of response you need to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic starting with us orders and refunds info presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft 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 just publish this draft and after that go back to ticketing i’m just gon na as a sample simply select this ticket obviously the question is different but i’m just selecting 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 recommended options and canned types so you’re going to click on recommended solutions and you can see various short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your action and send it without having to

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retype the very same kind of answers again and again so this is an extremely simple formula for your representatives to follow so they can easily respond to e-mails so another terrific function that freshdesk really offers is developing groups so if you click groups in the admin section you can create various groups for various functions so if an issue and a ticket is associated with billing you can assign a group member so over here i have actually designated myself in this group and that individual could specify their function and make them the leader of this kind of billing ticket besides that you can also assign various in the group section you can likewise appoint various tickets to different groups and when 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 customers may have raised a specific scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you people in the next video Katherine Cavanaugh Freshdesk