Klei Freshdesk – effortless omnichannel service

So we are talking about…Klei Freshdesk…you can utilize freshdesk for customer service so let’s get going to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na start and that will pack your basic control panel so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and personalize your help desk you can verify your email and 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 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 should make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted via phone email social media chat or types and below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail over here and next up you can welcome somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsolved tickets past due 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 great pattern and listed below that you have your consumer complete satisfaction and you can see the percentage of unfavorable responses or positive actions even neutral reactions and the total responses that you have gotten on the right 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 include it over here and it’s gon na provide you a good little pointer on your basic control panel 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 state let’s arrange them by their status and now you can see high and immediate 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 want to see if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and next up below that you have your basic contact and companies so you can see those whichever way that you have actually called individuals you can see their email addresses uh their business titles their phone numbers facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your solution tab is a basic type of information tab which enables you to see your e-mail marketing your legal requirements

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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 options tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have offered what is the ticket volume pattern you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume patterns so you can Klei Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or decrease in these sales you can see getting 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 different channels of interaction you can also see your workflow and what kind of development you have made what turning points that you have reached and how much efficiency each agent 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 classification what sort of ticket this is you can alter its status you can set its concern and you can also set what kind of question it is so what kind of question it is you can likewise assign a specific representative to this query so you can just add a note essentially reply

 

tto this person and now i’m going to just 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 update the status i’m going to include this note now i’m going to respond to the customer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m simply going to send out that and now i have replied to this customer you can also erase your responses 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 an organization that’s running this ticketing service and you have a comparable type of action you need to offer to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually general starting with us orders and refunds info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a question that is frequently asked you can simply publish this draft and after that go back to ticketing i’m just gon na as a sample just choose this ticket obviously the question is different but i’m just selecting 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 replying to a consumer on the bottom left you can see recommended solutions and canned kinds so you’re going to click suggested services and you can see various articles that are a pre-written answer to a client question and you can simply place that pre-written info into your reaction and send it without needing to

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retype the same sort of responses again and again so this is an extremely simple formula for your representatives to follow so they can quickly react to emails so another excellent feature that freshdesk really provides is developing groups so if you click groups in the admin section you can produce different groups for various functions so if a ticket and a problem is related to billing you can designate a group member so over here i have actually assigned myself in this group which person might specify their role and make them the leader of this sort of billing ticket aside from that you can likewise assign different in the group area you can likewise designate various tickets to different 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 consumer escalations where consumers might have elevated a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and useful and i’ll catch you guys in the next video Klei Freshdesk