Kenny Lim Freshdesk – effortless omnichannel service

So we are talking about…Kenny Lim Freshdesk…you can utilize freshdesk for client service so let’s get started 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 details and sign up for totally free as soon as you register you’re gon na start which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can confirm your email and listed below that you can see you can include your language whatever sort of language you want on your site alter the color of your logo so as you can see i’m gon na go with a pink and below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted through phone email social media chat or forms and below that you can add your client assistance email 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 team so if you have a team 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 dashboard 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 provide you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to show you a nice pattern and listed below that you have your consumer fulfillment and you can see the percentage of positive responses or negative actions even neutral responses and the total actions that you have actually gotten on the right 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 provide you a nice little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s just say let’s sort them by their status and now you can see high and immediate ones will be on the top nevertheless 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 see if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever way that you have actually contacted people you can see their email addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them below that you have your services tab so your service tab is a basic sort of details tab which enables you to see your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will find it in your options tab and below the options tab you have your reports and analytics reports are the basic general summary of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get a help desk thorough ticket analysis and you can also see your ticket volume patterns so you can Kenny Lim Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have sold or two 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 representative productivity assistance operation and your basic account settings over here you can view the progress or the information of a certain staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development you have actually made what turning points that you have reached and just how much productivity each representative has you can view that from over here going back 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 specific classification what kind of ticket this is you can alter its status you can set its concern and you can also set what type of query it is so what type of concern it is you can likewise designate a specific agent 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 resolving 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 client so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the concern with your item i’m simply going to send out that and now i have actually replied to this client you can also delete your reactions within 10 seconds so if you slip up you can delete them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable sort of reaction you require to offer to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have basic starting with us orders and refunds information gifts and coupons and truths 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 for how long will delivery take that’s a concern that is frequently asked you can just publish this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different but i’m simply choosing this as a sample and now i’m simply going to pick this as a sample and i’m going to respond to it and you can see when you’re responding to a customer on the bottom left you can see suggested solutions and canned forms so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a consumer concern and you can simply place that pre-written info into your response and send it without having to

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retype the very same kind of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to e-mails so another great function that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce different groups for different purposes so if a ticket and an issue is connected to billing you can appoint a group member so over here i’ve assigned myself in this group and that person might specify their function and make them the leader of this sort of billing ticket other than that you can also assign different in the group section you can likewise appoint different 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 customer escalations where consumers may have elevated a specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and practical and i’ll capture you people in the next video Kenny Lim Freshdesk