Keepkey Freshdesk – effortless omnichannel service

So we are talking about…Keepkey Freshdesk…you can utilize freshdesk for customer service so let’s start to begin with 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 totally free as quickly as you sign up you’re gon na get started 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 customize your help desk you can confirm your email and below that you can see you can include your language whatever kind of language you desire on your site alter the color of your logo design so as you can see i’m gon na go with a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i need to make that black yeah therefore you can upgrade those and next you’re gon na select your assistance channel so how you can be contacted by means of phone e-mail social networks chat or types and listed below that you can add your client support email so if someone is going to be calling you you can set that email over here and next up you can welcome 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 control panel our control panel reveals our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your consumer fulfillment and you can see the percentage of favorable reactions or unfavorable reactions even neutral reactions and the total reactions that you have received on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na offer you a good little suggestion 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 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 best side you can see over here you can filter out what kind of tickets you wish to see if you wish to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive listed below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with individuals 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 below that you have your services tab so your service tab is a basic type of details tab which enables you to view your email marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will find it in your services tab and below the services tab you have your analytics and reports reports are the fundamental general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Keepkey Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance support operation and your general account settings over here you can view the progress or the information of a particular employee or a group member and below that you can see your various channels of interaction you can likewise see your workflow and what sort of development you have made what turning points that you have actually reached and just how much performance each agent has you can view that from over here returning into tickets i’m going to show you how you can fix 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 particular classification what kind of ticket this is you can alter its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can also assign a specific agent to this query so you can simply add a note essentially reply

 

tto this person and now i’m going to simply 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 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 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 actually replied to this client you can also erase your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable kind of reaction you require to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have basic starting with us orders and refunds information presents and coupons 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 the length of time will shipment take that’s a concern that is typically asked you can just release this draft and after that go back to ticketing i’m just gon na as a sample simply choose this ticket certainly the concern is different however i’m simply choosing this as a sample and now i’m simply going to select this as a sample and i’m going to respond to it and you can see when you’re replying to a client on the bottom left you can see recommended options and canned kinds so you’re going to click on recommended services and you can see various posts that are a pre-written answer to a customer question and you can just insert that pre-written info into your action and send it without having to

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retype the same sort of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another great function that freshdesk truly provides is producing groups so if you click groups in the admin section you can develop various groups for different purposes so if a problem and a ticket is related to billing you can assign a group member so over here i’ve designated myself in this group which individual might define their function and make them the leader of this type of billing ticket other than that you can likewise appoint various in the group area you can likewise appoint different tickets to various groups and as soon as 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 consumers may have elevated a certain scenario 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 useful and i’ll catch you guys in the next video Keepkey Freshdesk