Kbackup Freshdesk – effortless omnichannel service

So we are talking about…Kbackup Freshdesk…you can use freshdesk for customer support so let’s begin first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you register you’re gon na start which will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and below that you can see you can include your language whatever type 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 likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called through phone e-mail social networks chat or forms and below that you can add your client assistance email so if somebody is going to be calling you you can set that email over here and next up you can invite somebody to your team so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our dashboard our dashboard shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na offer 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 good trend and below that you have your client fulfillment and you can see the percentage of negative actions or positive responses even neutral reactions and the overall actions that you have gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a nice little tip 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 just 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 right side you can see over here you can filter out what sort of tickets you wish to see if you wish to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have actually contacted individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever type of account details that you have about them listed below that you have your solutions tab so your service tab is a basic type of details tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of various you will find it in your services tab and listed below the services tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Kbackup Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and 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 progress or the details of a specific staff member or a group member and below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what milestones that you have actually reached and how much efficiency each representative has you can view that from over here returning into tickets i’m going to show 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 particular category what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can also designate a particular representative to this inquiry so you can simply add a note generally respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your product i’m just going to send that and now i have actually responded to this client you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your customers 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 details presents and 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 often asked you can just publish this draft and then go back to ticketing i’m just gon na as a sample simply select this ticket undoubtedly the concern is various however i’m simply choosing 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 responding to a client on the bottom left you can see suggested services and canned types so you’re going to click on suggested services and you can see different articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your action and send it without needing to

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retype the same type of responses again and again so this is a very easy formula for your agents to follow so they can easily respond to e-mails so another great feature that freshdesk really offers is developing groups so if you click groups in the admin area you can produce various groups for various functions so if a ticket and a concern is related to billing you can appoint a group member so over here i have actually assigned myself in this group which person might specify their role and make them the leader of this type of billing ticket other than that you can also appoint various in the group area you can likewise assign different tickets to various 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 clients may have raised a particular scenario and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you people discovered this easy to understand and practical and i’ll capture you people in the next video Kbackup Freshdesk