Kiewit Freshdesk – effortless omnichannel service

So we are talking about…Kiewit Freshdesk…you can utilize freshdesk for customer service so let’s get going 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 register for totally free as soon as you register you’re gon na get started and that will load 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 customize your aid desk you can verify your e-mail and listed below that you can see you can add 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 also 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 select your assistance channel so how you can be called through phone e-mail social media chat or types and below that you can include your client support e-mail so if someone is going to be calling you you can set that email 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 welcome them over here next up over here we have our dashboard our dashboard reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a chart 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 percentage of favorable responses or negative responses even neutral responses and the total responses that you have gotten on the best side you’re gon na have your to-do list so something that you need to contribute to your order of business you’re gon na add it over here and it’s gon na give 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 arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see high and urgent 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 type of tickets you wish to see if you want to see the tickets that are designated to a specific individual or the tickets that are still unassigned you can see them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can view those whichever manner in which you have actually gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a basic sort of information tab which enables 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 find it in your solutions tab and listed below the services tab you have your analytics and reports reports are the fundamental general introduction of how many 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 likewise view your ticket volume trends so you can Kiewit Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you might have sold or so what is the boost or reduce 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 support operation and your general account settings over here you can view the progress or the details of a certain employee or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what kind of development you have made what milestones that you have reached and how much productivity each agent has you can see that from over here returning into tickets i’m going to show you how you can resolve 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 sort of ticket this is you can alter its status you can set its top priority and you can likewise set what kind of question it is so what kind of concern it is you can likewise appoint a particular agent to this query so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be solving your ticket your problem now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to include this note now i’m going to respond to the consumer so it’s automatically going to enter hi matt rogers that’s the customer name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this client you can also delete your actions within 10 seconds so if you slip up you can erase 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 type 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 getting going with us refunds and orders info presents and vouchers and truths and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see the length of time will shipment take that’s a concern that is often asked you can simply release this draft and after that go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is different however i’m simply picking this as a sample and now i’m simply going to pick 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 recommended services and you can see different posts that are a pre-written answer to a customer concern and you can just insert that pre-written info into your reaction and send it without needing to

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retype the very 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 emails so another excellent function that freshdesk actually provides is developing groups so if you click on groups in the admin section you can develop various groups for different purposes so if a problem and a ticket is connected to billing you can appoint a group member so over here i’ve designated myself in this group which individual might specify their function and make them the leader of this type of billing ticket besides that you can likewise designate various in the group area you can likewise appoint different 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 customers might have raised a particular situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll catch you guys in the next video Kiewit Freshdesk