Kayla Schmidt Freshdesk – effortless omnichannel service

So we are talking about…Kayla Schmidt Freshdesk…you can utilize freshdesk for customer support so let’s begin first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na get going which will load 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 e-mail and listed below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na go with 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 ought to make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone email social media chat or types and below that you can add your customer assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can invite 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 invite them over here successive over here we have our control panel our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a chart that shows you the patterns so if the tickets are selling out much 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 percentage of negative responses or positive reactions even neutral responses and the overall reactions that you have actually gotten on the best side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na give you a good little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state 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 best 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 appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have contacted people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your services tab so your service tab is a general sort of info tab which allows you to see your email marketing your legal requirements

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your service related statements so if there is something that is type of miscellaneous you will find it in your services tab and below the options tab you have your reports and analytics reports are the standard general summary 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 in-depth ticket analysis and you can likewise view your ticket volume trends so you can Kayla Schmidt Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative performance support operation and your basic account settings over here you can see the development or the information of a specific employee or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what kind of progress you have actually made what turning points that you have actually reached and how much efficiency each representative has you can see that from over here going back 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 include 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 likewise set what type of query it is so what kind of question it is you can likewise assign a particular representative to this inquiry so you can just add a note basically respond

 

tto this person and now i’m going to just 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually responded to this customer you can also delete your responses within 10 seconds so if you slip up you can erase them within a few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar sort of reaction you need to provide 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 actually general starting with us refunds and orders information gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already available and let’s see how long will shipment take that’s a question that is frequently asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket certainly the question is different however i’m simply choosing 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 responding to a client on the bottom left you can see recommended options and canned forms so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a consumer concern and you can just place that pre-written information into your response and send it without needing to

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retype the exact 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 excellent function that freshdesk actually provides is creating groups so if you click groups in the admin section you can create various groups for various purposes so if a ticket and an issue is connected to billing you can assign a group member so over here i have actually appointed myself in this group and that person might specify their function and make them the leader of this type of billing ticket aside from that you can likewise assign different in the group area you can also appoint 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 raised a specific scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and practical and i’ll catch you guys in the next video Kayla Schmidt Freshdesk