Katie Jansen Freshdesk – effortless omnichannel service

So we are talking about…Katie Jansen Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with 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 complimentary as quickly as you sign up you’re gon na begin and that will fill 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 personalize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can also alter your menu color so i’m also gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na pick your assistance channel so how you can be gotten in touch with via phone e-mail social networks chat or forms and listed below that you can include your client support 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 group 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 dashboard our dashboard shows our

 

unsolved 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 give you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a great pattern and below that you have your consumer satisfaction and you can see the portion of unfavorable actions or favorable reactions even neutral actions and the total actions that you have actually gotten on the right side you’re gon na have your order of business so something that you require to add to your to-do list you’re gon na include it over here and it’s gon na offer you a great little reminder 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 urgent 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 want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have actually gotten in touch with people you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account information that you have about them below that you have your services tab so your service tab is a general sort of info tab which enables you to view your e-mail marketing your legal requirements

Get Katie Jansen Freshdesk support, customer, ticket, software, zendesk,

your service related statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and below the options tab you have your analytics and reports reports are the basic general overview of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Katie Jansen Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow representative efficiency support operation and your general account settings over here you can see the development or the details of a certain employee or a group member and listed below that you can see your various channels of communication you can also view your workflow and what type of development you have actually made what milestones that you have reached and how much productivity each representative has you can see 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 kind of ticket this is you can alter its status you can set its priority and you can also set what kind of question it is so what type of concern it is you can also assign a specific agent to this query so you can just add a note generally reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern 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 immediately going to key in hi matt rogers that’s the consumer 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 client you can likewise delete your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a similar type of action you require to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us refunds and orders info gifts and discount coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a question that is frequently asked you can just publish this draft and then return to ticketing i’m just gon na as a sample just choose this ticket clearly the question is various but i’m just choosing 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 responding to a client on the bottom left you can see recommended options and canned kinds so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written details into your action and send it without having to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the same kind of answers again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to emails so another fantastic function that freshdesk actually offers is developing groups so if you click on groups in the admin section you can produce different groups for different functions so if a concern and a ticket is connected to billing you can appoint a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint various in the group area you can likewise designate different tickets to different groups and as soon as 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 consumers may have elevated a specific scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you people in the next video Katie Jansen Freshdesk