Knowledge Base In Freshdesk – effortless omnichannel service

So we are talking about…Knowledge Base In Freshdesk…you can utilize freshdesk for client service so let’s start first off 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 complimentary as quickly as you register you’re gon na begin which will fill your basic dashboard 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 listed below that you can see you can include your language whatever kind of language you want on your website alter the color of your logo design so as you can see i’m gon na opt for a pink and below that you can also change 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 pick your assistance channel so how you can be contacted through phone e-mail social networks chat or types and below that you can add your customer 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 somebody to your team so if you have a team that is working for you if somebody is going to be offering the tickets for you you can invite them over here successive over here we have our dashboard our control panel shows 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 give you a graph that reveals you the patterns so if the tickets are selling out much better or even 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 positive actions or unfavorable reactions even neutral responses and the overall reactions 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 to-do list you’re gon na include it over here and it’s gon na give you a good little suggestion on your basic dashboard and now on the left side we’re gon na move on to tickets you can sort your tickets over here so let’s simply state let’s sort them by their status and now you can see urgent and high ones will be on the top nevertheless the other ones will be on the bottom now next up on the right 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 appointed to a specific person or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive listed 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 individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your options tab so your option tab is a general kind of information tab which enables you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of various you will find it in your services tab and listed below the solutions tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Knowledge Base In Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have offered approximately what is the increase 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 productivity assistance operation and your general 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 kind of progress you have actually made what turning points that you have actually reached and just how much productivity each agent has you can view 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 add tags you can put it in a specific classification what kind of ticket this is you can change its status you can set its concern and you can also set what kind of query it is so what kind of concern it is you can also designate a particular agent to this query so you can simply add a note essentially respond

 

tto this person and now i’m going to simply tell them i will be fixing 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 automatically going to type in hi matt rogers that’s the client name this is jane doe what might be the problem with your item i’m just going to send 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 few seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a similar kind of action you need to give to each of your customers again and again you’re going to go into the options tab and over here you can see there is the categories you have actually basic beginning with us orders and refunds info gifts and coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see the length of time will shipment take that’s a concern that is frequently asked you can just publish this draft and then go back to ticketing i’m simply gon na as a sample just select this ticket undoubtedly the question is different however i’m just choosing 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 client on the bottom left you can see suggested services and canned types so you’re going to click suggested services and you can see different posts that are a pre-written answer to a client concern and you can simply place that pre-written details into your response and send it without having to

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retype the exact same type of answers again and again so this is a very easy formula for your agents to follow so they can quickly respond to e-mails so another excellent feature that freshdesk really supplies is creating groups so if you click groups in the admin section you can develop different groups for various functions so if a ticket and a problem is connected to billing you can assign a group member so over here i’ve appointed myself in this group which person could specify their role and make them the leader of this sort of billing ticket other than that you can likewise appoint various in the group section you can also appoint various tickets to various groups and as soon as 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 customer escalations where clients may have elevated a specific circumstance and yeah this is how you can start with your online ticketing using freshdesk.com i hope you people found this easy to understand and handy and i’ll catch you people in the next video Knowledge Base In Freshdesk