Khan Academy Freshdesk Bb-8 – effortless omnichannel service

So we are talking about…Khan Academy Freshdesk Bb-8…you can utilize freshdesk for customer care 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 complimentary as soon as you sign up you’re gon na start which will fill 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 aid desk you can validate your e-mail and below that you can see you can add your language whatever type of language you want on your website change the color of your logo design so as you can see i’m gon na opt for a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone email social media chat or forms and listed below that you can add your consumer assistance email so if somebody is going to be contacting you you can set that email over here and next up you can invite someone to your group 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

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and below that you have your client fulfillment and you can see the portion of negative reactions or positive responses even neutral actions and the total reactions that you have 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 add it over here and it’s gon na provide you a great 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 simply say let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless 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 kind of tickets you wish to view if you want to see the tickets that are designated to a specific person or the tickets that are still unassigned you can see them over here you can filter them out based on your needs and successive listed below that you have your basic contact and companies so you can see those whichever way that you have actually called people you can see their e-mail addresses uh their company titles their phone numbers facebook twitter whatever type of account information that you have about them below that you have your options tab so your option tab is a general type of information tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is kind of miscellaneous you will discover it in your options tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general overview of the number of tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Khan Academy Freshdesk Bb-8

see on the right side you have your today’s ticket inside so how many tickets you might have sold approximately what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative efficiency support operation and your basic account settings over here you can view the development or the details of a particular staff member or a group member and below that you can see your different channels of communication you can likewise view your workflow and what sort of progress you have made what turning points that you have actually reached and how much performance each representative has you can see that from over here returning 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 particular category 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 type of question it is you can also appoint a specific agent to this query so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 customer so it’s immediately going to enter hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send out that and now i have actually replied to this consumer you can likewise erase your actions within 10 seconds so if you make a mistake you can delete 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 similar kind of reaction you require to provide to each of your consumers again and again you’re going to go into the services tab and over here you can see there is the classifications you have actually general beginning with us orders and refunds details presents and discount coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently readily available and let’s see the length of time will delivery take that’s a question that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is various however i’m just selecting this as a sample and now i’m just going to choose this as a sample and i’m going to respond to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions and canned forms so you’re going to click suggested solutions and you can see different posts that are a pre-written answer to a customer concern and you can simply insert that pre-written information into your response and send it without having to

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retype the very same kind of responses again and again so this is a really simple formula for your representatives to follow so they can easily react to e-mails so another excellent function that freshdesk really provides is producing groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and an issue is associated with billing you can designate a group member so over here i have actually appointed myself in this group which person could define their function and make them the leader of this sort of billing ticket other than that you can likewise appoint various in the group area you can also assign various tickets to different groups and as soon as 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 consumers might have raised a certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you people found this easy to understand and helpful and i’ll catch you guys in the next video Khan Academy Freshdesk Bb-8