Knowledge Architecture Freshdesk – effortless omnichannel service

So we are talking about…Knowledge Architecture Freshdesk…you can use freshdesk for customer care so let’s get going first off you’re gon na begin your totally 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 register you’re gon na start and that will load 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 individualize your help desk you can confirm your e-mail and below that you can see you can include your language whatever type of language you desire on your website 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 alter 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 pick your support channel so how you can be gotten in touch with through phone email social networks chat or kinds and listed below that you can add your client support e-mail 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 team that is working for you if someone is going to be offering the tickets for you you can invite 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 listed below that they’re gon na offer you a graph 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 listed below that you have your customer complete satisfaction and you can see the portion of favorable actions or unfavorable actions even neutral responses and the total reactions that you have received on the best side you’re gon na have your to-do list so something that you require to add to your order of business you’re gon na include it over here and it’s gon na offer you a nice little reminder on your basic control panel and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s just state let’s arrange them by their status and now you can see urgent and high ones will be on the leading however 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 view if you wish to see the tickets that are assigned to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out based on your requirements and successive below that you have your basic contact and companies so you can see those whichever manner in which you have actually gotten in touch with people you can see their e-mail addresses uh their company titles their telephone number 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 sort of info tab which allows 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 miscellaneous you will find it in your options tab and listed below the services tab you have your analytics and reports reports are the standard general introduction 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 likewise see your ticket volume patterns so you can Knowledge Architecture Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent efficiency assistance operation and your basic account settings over here you can view the development or the details of a specific team member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what type of progress you have made what turning points that you have actually reached and just how much productivity each agent has you can see that from over here returning into tickets i’m going to reveal 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 kind of ticket this is you can alter its status you can set its concern and you can likewise set what type of question it is so what kind of question it is you can also designate a specific agent to this query so you can simply add a note generally 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 upgrade the status i’m going to add this note now i’m going to reply to the client so it’s automatically 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 simply going to send out that and now i have responded to this client you can also erase your actions within 10 seconds so if you make a mistake you can erase 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 similar kind of reaction you need to offer 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 basic beginning with us refunds and orders information presents and coupons and facts and questions so in fact in questions you can see over here there is some draft 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 publish this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket obviously the concern is different however i’m simply picking this as a sample and now i’m simply 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 suggested solutions and canned kinds so you’re going to click on suggested solutions and you can see various posts that are a pre-written answer to a consumer question and you can just place that pre-written info into your action and send it without having 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 react to emails so another excellent function that freshdesk really offers is producing groups so if you click on groups in the admin section you can create various groups for various functions so if a concern and a ticket is connected to billing you can designate a group member so over here i have actually assigned myself in this group which person could specify their function and make them the leader of this kind of billing ticket besides that you can also designate different in the group area you can likewise assign different tickets to various groups and when 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 clients may have raised a specific situation and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and helpful and i’ll catch you people in the next video Knowledge Architecture Freshdesk