Kayla Williams Freshdesk – effortless omnichannel service

So we are talking about…Kayla Williams Freshdesk…you can utilize freshdesk for client service so let’s start first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na start and that will pack your basic dashboard so when you’re getting started 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 confirm your email and below that you can see you can add your language whatever sort of language you desire on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m likewise 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 choose your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and listed below that you can include your consumer assistance 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 team that is working for you if someone is going to be offering the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your client complete satisfaction and you can see the portion of negative actions or favorable reactions even neutral reactions and the total reactions 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 order of business you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic control panel and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see urgent and high ones will be on the top 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 want to see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive listed below that you have your basic contact and companies so you can view those whichever way that you have actually called people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your options tab so your solution tab is a general kind of details tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your solutions tab and listed below the options tab you have your analytics and reports reports are the basic general summary of how many tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume trends so you can Kayla Williams Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold 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 basic administrative settings your group channels workflow agent performance support operation and your general account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can likewise view your workflow and what kind of development you have made what milestones that you have reached and how much efficiency each agent has you can view that from over here returning into tickets i’m going to reveal 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 particular classification what kind of ticket this is you can change its status you can set its top priority and you can also set what sort of question it is so what kind of concern it is you can also designate a particular representative to this inquiry so you can simply include a note generally respond

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to add this note now i’m going to respond to the client so it’s instantly going to enter 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 that and now i have responded to this customer you can also delete your actions 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 comparable type of action you require to provide to each of your customers again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually general starting with us orders and refunds information presents and discount coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently available and let’s see for how long will delivery take that’s a question that is typically asked you can simply release this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is different but i’m simply picking this as a sample and now i’m just 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 consumer on the bottom left you can see suggested options and canned kinds so you’re going to click suggested options and you can see different posts that are a pre-written answer to a client concern and you can just place that pre-written info into your action and send it without needing to

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retype the same type of answers again and again so this is an extremely easy formula for your representatives to follow so they can easily respond to emails so another great function that freshdesk really provides is creating groups so if you click groups in the admin section you can create various groups for different purposes so if a concern and a ticket is associated with billing you can assign a group member so over here i’ve assigned myself in this group which person could define their role and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group area you can also 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 consumer escalations where customers might have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you guys in the next video Kayla Williams Freshdesk