Kier Johnson Freshdesk – effortless omnichannel service

So we are talking about…Kier Johnson Freshdesk…you can use freshdesk for customer support so let’s start first of all 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 and that will load your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will set up your account so over here and individualize your help desk you can validate your e-mail and listed below that you can see you can include your language whatever kind of language you want on your site change the color of your logo design so as you can see i’m gon na choose a pink and below that you can also change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone email social media chat or forms and listed below that you can include your client 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 someone is going to be selling the tickets for you you can invite them over here next up 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 graph that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to show you a great pattern and listed below that you have your customer complete satisfaction and you can see the percentage of positive actions or unfavorable actions even neutral responses and the overall reactions that you have gotten on the best side you’re gon na have your to-do list so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a nice little reminder on your basic dashboard 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 top 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 type of tickets you wish to view if you want to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can see them over here you can filter them out according to your needs and next up listed below that you have your basic contact and companies so you can view those whichever manner in which you have contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind 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 e-mail marketing your legal requirements

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your service related announcements so if there is something that is type of miscellaneous you will find it in your services tab and below the services 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 pattern you can see over here you can get a help desk thorough ticket analysis and you can also view your ticket volume patterns so you can Kier Johnson Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered approximately 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 general administrative settings your team channels workflow agent efficiency 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 communication you can also see your workflow and what type of development you have made what milestones that you have reached and just how much efficiency each representative has you can see 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 add 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 likewise set what kind of inquiry it is so what kind of concern it is you can likewise designate a particular agent to this inquiry so you can simply include a note essentially respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your problem 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 customer so it’s automatically 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 simply going to send that and now i have actually replied to this client you can likewise erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a comparable kind of response you need to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the categories you have general getting going with us orders and refunds details gifts and coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a concern that is frequently asked you can just publish this draft and after that return to ticketing i’m just gon na as a sample just choose this ticket clearly the concern is different 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 respond to it and you can see when you’re replying to a client on the bottom left you can see recommended services and canned types so you’re going to click recommended services and you can see various posts that are a pre-written answer to a client concern and you can simply place that pre-written details into your reaction and send it without needing to

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retype the same kind of answers again and again so this is a really simple formula for your representatives to follow so they can easily react to emails so another great function that freshdesk really supplies is producing groups so if you click on groups in the admin area you can create various groups for various functions so if a problem and a ticket is connected to billing you can assign a group member so over here i’ve assigned myself in this group which individual might specify their function and make them the leader of this sort of billing ticket other than that you can also assign various in the group section you can likewise appoint various tickets to various groups and once 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 specific circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you men in the next video Kier Johnson Freshdesk