Khanacdemy Freshdesk – effortless omnichannel service

So we are talking about…Khanacdemy Freshdesk…you can use freshdesk for customer care so let’s get going first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as soon as you register you’re gon na begin which will load your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can validate your e-mail and 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 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 pick your assistance channel so how you can be contacted by means of phone e-mail social media chat or forms and listed below that you can add your client support e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite 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 listed below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice pattern and listed below that you have your client satisfaction and you can see the portion of positive actions or negative actions even neutral reactions and the total actions that you have received on the best side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na add 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 carry on to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see urgent and high ones will be on the top however 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 see if you want to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on 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 people you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your service tab is a basic kind of details tab which permits you to see your email marketing your legal requirements

Get Khanacdemy Freshdesk support, customer, ticket, software, zendesk,

your service associated statements so if there is something that is sort 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 summary of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Khanacdemy 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 increase or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your basic 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 also view your workflow and what type of development you have made what turning points that you have actually reached and just how much productivity each representative has you can see that from over here returning into tickets i’m going to reveal you how you can deal with 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 type of ticket this is you can change its status you can set its top priority and you can also set what kind of inquiry it is so what type of concern it is you can also appoint a specific agent to this query so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving 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 reply to the customer so it’s instantly going to type in 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 out 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 erase 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 action you require to offer 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 classifications you have basic beginning with us orders and refunds info presents and discount coupons and realities and questions 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 simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different but i’m simply selecting this as a sample and now i’m just 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 consumer on the bottom left you can see recommended services and canned types so you’re going to click recommended options and you can see different articles that are a pre-written answer to a customer concern and you can just insert that pre-written info into your action and send it without needing to

freshworks, review, chat, tools, reviews, tool, value, crm,

retype the exact same sort of answers again and again so this is an extremely simple formula for your representatives to follow so they can quickly respond to e-mails so another terrific function that freshdesk really offers is developing groups so if you click groups in the admin section you can produce different groups for different functions so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve assigned myself in this group which individual could specify their role and make them the leader of this kind of billing ticket aside from that you can also designate various in the group area you can also designate various tickets to various 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 client escalations where consumers might have raised a particular scenario and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll capture you guys in the next video Khanacdemy Freshdesk