Kaveh Gharib Freshdesk – effortless omnichannel service

So we are talking about…Kaveh Gharib Freshdesk…you can utilize freshdesk for customer support so let’s start first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you sign up you’re gon na start which will fill 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 assistance desk you can confirm your e-mail and listed below that you can see you can include your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can likewise alter your menu color so i’m likewise 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 support channel so how you can be called via phone e-mail social networks chat or forms and listed below that you can include your client support 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 offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows 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 graph that shows you the trends so if the tickets are selling out much better or worse it’s going to show you a great pattern and listed below that you have your client satisfaction and you can see the percentage of positive actions or unfavorable actions even neutral responses and the overall responses that you have received 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 add it over here and it’s gon na provide you a nice little suggestion 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 simply state let’s arrange 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 right side you can see over here you can filter out what sort of tickets you wish to view if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and next up listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic sort of details tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of various you will discover it in your options tab and below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume trends so you can Kaveh Gharib Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or so what is the increase or decrease in these sales you can see getting seven 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 basic account settings over here you can see the progress or the details of a particular team member or a group member and listed below that you can see your different channels of interaction you can also see your workflow and what kind of progress you have made what turning points that you have actually reached and just how much performance each representative has you can see that from over here going back 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 include tags you can put it in a specific classification what type of ticket this is you can alter its status you can set its priority and you can also set what type of question it is so what type of concern it is you can also designate a particular representative to this question so you can just include a note generally respond

 

tto this person and now i’m going to just tell them i will be solving 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 consumer so it’s immediately going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send out that and now i have responded to this consumer you can likewise delete your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar sort of response you need to provide to each of your customers 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 starting with us orders and refunds details presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will shipment take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various but i’m just selecting this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your action and send it without needing to

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retype the very same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly respond to emails so another fantastic feature that freshdesk truly supplies is producing groups so if you click on groups in the admin section you can create various groups for various functions so if an issue and a ticket is related to billing you can appoint a group member so over here i’ve designated myself in this group which person could define their function and make them the leader of this sort of billing ticket besides that you can likewise appoint various in the group section you can likewise appoint different tickets to different groups and once 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 customer escalations where customers may have elevated a specific situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll catch you people in the next video Kaveh Gharib Freshdesk