Kim Otis Freshdesk – effortless omnichannel service

So we are talking about…Kim Otis Freshdesk…you can use freshdesk for customer support so let’s get started first off 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 quickly as you sign up you’re gon na start and that will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your assistance desk you can verify your email and below that you can see you can add your language whatever kind 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 listed below that you can likewise 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 update those and next you’re gon na choose your support channel so how you can be gotten in touch with through phone e-mail social networks chat or types and listed below that you can include your customer assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite someone to your team 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 shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the trends so if the tickets are selling out much better or worse it’s going to reveal you a great pattern and listed below that you have your customer fulfillment and you can see the percentage of positive actions or negative actions even neutral reactions and the overall responses that you have received on the best side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na include it over here and it’s gon na give you a great little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see high and immediate ones will be on the top however the other ones will be on the bottom now next up on the best side you can see over here you can filter out what kind of tickets you want to see if you wish to see the tickets that are appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can see those whichever way that you have contacted people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your solution tab is a general type of information tab which allows you to see 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 find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Kim Otis Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you may have sold approximately what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the details of a particular staff member or a group member and below that you can see your various channels of interaction you can also view your workflow and what sort of development you have actually 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 show 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 specific category what sort of ticket this is you can change its status you can set its concern and you can also set what sort of question it is so what kind of concern it is you can likewise assign a specific agent to this question so you can simply add a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving 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 respond to the client so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m simply going to send that and now i have actually replied to this client you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a business that’s running this ticketing service and you have a comparable sort of action you need to give to each of your consumers again and again you’re going to go into the solutions tab and over here you can see there is the categories you have basic getting started with us orders and refunds info presents and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will delivery take that’s a concern that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket obviously the question is various however i’m simply 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 replying to a customer on the bottom left you can see recommended services and canned forms so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a client question and you can simply place that pre-written details into your response and send it without needing to

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retype the exact same sort of responses again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another fantastic feature that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can produce various groups for various purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i’ve designated myself in this group which individual might specify their role and make them the leader of this type of billing ticket other than that you can likewise assign various in the group section you can also assign different 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 customer escalations where consumers might have raised a specific situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men found this easy to understand and practical and i’ll capture you men in the next video Kim Otis Freshdesk