Knowledge Base Freshdesk Insights – effortless omnichannel service

So we are talking about…Knowledge Base Freshdesk Insights…you can utilize freshdesk for customer support so let’s get going first of all you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you sign up you’re gon na begin which will pack your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can validate your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na select your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or kinds and below that you can include your client support email so if someone is going to be contacting 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 somebody is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our control panel reveals our

 

unsettled 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 patterns so if the tickets are selling out much better or worse it’s going to reveal you a great trend and listed below that you have your customer satisfaction and you can see the portion of positive actions or negative responses even neutral actions and the overall actions that you have gotten on the best side you’re gon na have your order of business 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 control panel and now on the left side we’re gon na proceed to tickets you can sort your tickets over here so let’s simply say let’s sort them by their status and now you can see immediate and high ones will be on the leading 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 type of tickets you want to view if you want to see the tickets that are appointed to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business 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 business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your services tab so your option tab is a general kind of information tab which permits you to view your email marketing your legal requirements

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your service related statements so if there is something that is type of various you will find it in your services tab and below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise see your ticket volume patterns so you can Knowledge Base Freshdesk Insights

see on the right side you have your today’s ticket inside so the number of tickets you might have offered or so what is the boost or decrease in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your team channels workflow agent efficiency support operation and your general account settings over here you can see the progress or the details of a certain team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what sort of development 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 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 kind of ticket this is you can alter its status you can set its priority and you can also set what kind of question it is so what kind of concern it is you can likewise appoint a particular representative to this question so you can simply add a note generally respond

 

tto this person and now i’m going to simply tell them i will be solving your ticket your issue 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 reply to the customer so it’s automatically going to key in hi matt rogers that’s the customer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have replied to this client you can also erase your responses within 10 seconds so if you slip up you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable kind of action you require to offer 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 basic starting with us refunds and orders information presents and discount coupons and realities 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 for how long will delivery take that’s a concern that is often asked you can just release this draft and after that return to ticketing i’m simply gon na as a sample simply choose this ticket certainly the question is different however i’m simply choosing 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 client on the bottom left you can see recommended solutions and canned kinds so you’re going to click on recommended services and you can see different short articles that are a pre-written answer to a client concern and you can just insert that pre-written info into your action and send it without having to

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retype the exact same kind of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly react to e-mails so another terrific feature that freshdesk truly offers is developing groups so if you click on groups in the admin section you can create various groups for various purposes so if a ticket and an issue is associated with billing you can appoint a group member so over here i have actually assigned myself in this group which person 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 also designate different tickets to different 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 customer escalations where customers might have raised a specific scenario and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and practical and i’ll capture you guys in the next video Knowledge Base Freshdesk Insights