Khanacademy Freshdesk Support – effortless omnichannel service

So we are talking about…Khanacademy Freshdesk Support…you can utilize freshdesk for customer service so let’s start first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for complimentary as soon as you register you’re gon na get going which will pack your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can verify your email and below that you can see you can include your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah therefore you can upgrade those and next you’re gon na pick your support channel so how you can be contacted through phone email social media chat or types and listed below that you can add your consumer support email so if someone is going to be calling you you can set that e-mail over here and next up you can invite somebody to your team so if you have a team that is working for you if somebody is going to be selling the tickets for you you can invite them over here successive 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 chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a good trend and listed below that you have your consumer fulfillment and you can see the percentage of favorable actions or unfavorable responses even neutral actions and the total reactions 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 include it over here and it’s gon na offer you a good little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s just say let’s arrange them by their status and now you can see immediate and high ones will be on the leading nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what kind of tickets you want to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and next up listed below that you have your basic contact and business so you can view those whichever manner in which you have contacted individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them listed below that you have your services tab so your solution tab is a basic sort of details tab which allows you to view your email marketing your legal requirements

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your service associated announcements so if there is something that is kind of various you will find it in your services tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise view your ticket volume patterns so you can Khanacademy Freshdesk Support

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the boost 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 representative productivity support operation and your basic account settings over here you can see the progress or the information of a particular team member or a group member and below that you can see your different channels of interaction you can also see your workflow and what sort of development you have actually made what turning points that you have actually reached and how much productivity each agent has you can see that from over here returning into tickets i’m going to reveal 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 include tags you can put it in a particular classification what kind of ticket this is you can change its status you can set its priority and you can also set what type of question it is so what kind of concern it is you can likewise assign a particular representative to this question so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing your ticket your concern 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 consumer so it’s instantly going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send that and now i have actually replied to this customer 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 e-mails so if you’re a company that’s running this ticketing service and you have a similar sort of action you require to give to each of your customers again and again you’re going to go into the services tab and over here you can see there is the classifications you have general beginning with us orders and refunds info gifts and coupons and truths and concerns so in fact in questions you can see over here there is some draft templates that are already available and let’s see for how long will shipment take that’s a concern that is often asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket clearly the concern is various however i’m just selecting this as a sample and now i’m simply going to select 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 recommended services and you can see various articles that are a pre-written answer to a customer question and you can just place that pre-written information into your response and send it without having to

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retype the same sort of responses again and again so this is a really easy formula for your representatives to follow so they can quickly respond to e-mails so another great function that freshdesk really supplies is developing groups so if you click on groups in the admin area you can produce different groups for different purposes so if a ticket and an issue is associated with billing you can appoint a group member so over here i have actually designated myself in this group and that individual could define their role and make them the leader of this type of billing ticket other than that you can also appoint various in the group section you can also appoint different tickets to various groups and once 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 customers may have elevated a particular situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and valuable and i’ll catch you guys in the next video Khanacademy Freshdesk Support