Kevo Freshdesk – effortless omnichannel service

So we are talking about…Kevo Freshdesk…you can use freshdesk for customer care so let’s get started first off you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for totally free as quickly as you sign up you’re gon na get started which will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can validate your email and listed below that you can see you can add your language whatever kind of language you desire on your site change the color of your logo so as you can see i’m gon na choose a pink and below that you can also alter your menu color so i’m also gon na make that pink i guess or i need to make that black yeah therefore you can update those and next you’re gon na select your support channel so how you can be called via phone email social networks chat or types and below that you can add your customer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can welcome somebody 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 welcome them over here successive over here we have our control panel our dashboard reveals 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 shows you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and below that you have your client fulfillment and you can see the portion of favorable responses or unfavorable reactions even neutral responses and the total actions that you have actually gotten on the right side you’re gon na have your to-do list so something that you need to add to your to-do list 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 carry on to tickets you can sort 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 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 kind of tickets you want to view if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and next up below that you have your basic contact and business so you can view those whichever way that 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 information that you have about them below that you have your services tab so your solution tab is a basic type of info tab which allows you to view your email marketing your legal requirements

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your service associated statements so if there is something that is type of various you will discover it in your options tab and listed below the solutions tab you have your analytics and reports reports are the basic general overview of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Kevo Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have offered approximately what is the boost 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 efficiency assistance operation and your general account settings over here you can view the development or the details of a particular employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what type of development you have actually made what turning points that you have reached and just how much efficiency each agent has you can view 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 add tags you can put it in a specific category what type of ticket this is you can change its status you can set its concern and you can likewise set what type of inquiry it is so what type of question it is you can also assign a particular agent to this inquiry so you can simply include a note basically respond

 

tto this person and now i’m going to simply 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 upgrade the status i’m going to include this note now i’m going to reply to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send that and now i have actually responded to this consumer you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re an organization that’s running this ticketing service and you have a comparable type of response you need to provide to each of your consumers again and again you’re going to enter into the services tab and over here you can see there is the categories you have actually basic getting started 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 design templates that are currently offered and let’s see how long will delivery take that’s a concern that is frequently asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is different but i’m just picking this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see recommended options and canned forms so you’re going to click on suggested services and you can see different posts that are a pre-written answer to a consumer question and you can just insert that pre-written info into your response and send it without having to

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retype the exact same sort of responses again and again so this is a very simple formula for your representatives to follow so they can easily respond to e-mails so another fantastic function that freshdesk actually offers is producing groups so if you click on groups in the admin area you can develop different groups for various purposes so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve assigned myself in this group and that person could specify their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint various in the group area you can also designate different tickets to different 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 customer escalations where customers might have elevated a certain scenario and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and handy and i’ll catch you men in the next video Kevo Freshdesk