Knowledge Base Reporting Freshdesk – effortless omnichannel service

So we are talking about…Knowledge Base Reporting Freshdesk…you can use freshdesk for customer support so let’s get going first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as soon as you sign up you’re gon na begin which will fill your basic control panel so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and personalize your aid desk you can validate your e-mail and below that you can see you can add your language whatever sort of language you want on your site change the color of your logo so as you can see i’m gon na choose 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 must make that black yeah therefore you can upgrade those and next you’re gon na choose your support channel so how you can be gotten in touch with by means of phone e-mail social networks chat or forms and listed below that you can include your customer support e-mail so if someone 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 somebody is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our control panel shows our

 

unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that reveals you the patterns so if the tickets are selling out much better or even worse it’s going to reveal you a nice trend and listed below that you have your customer fulfillment and you can see the percentage of unfavorable reactions or favorable responses even neutral actions and the total actions that you have gotten on the ideal side you’re gon na have your to-do list 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 offer you a good little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply 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 sort of tickets you want to view if you wish to see the tickets that are appointed to a particular person or the tickets that are still unassigned you can view them over here you can filter them out as per your needs and successive below that you have your basic contact and companies so you can see those whichever way that 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 type of account information that you have about them below that you have your services tab so your solution tab is a basic sort of info tab which enables you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of miscellaneous you will discover it in your services tab and below the services tab you have your reports and analytics reports are the standard general summary of how many tickets you might have offered what is the ticket volume pattern you can see over here you can get an aid desk extensive ticket analysis and you can also see your ticket volume patterns so you can Knowledge Base Reporting Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you might have sold or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow agent performance assistance operation and your general account settings over here you can see the development or the details of a particular team member or a group member and below that you can see your different channels of interaction you can also view your workflow and what type of development you have actually made what turning points that you have actually reached and just how much efficiency each agent has you can view that from over here returning into tickets i’m going to show 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 add tags you can put it in a particular category what kind of ticket this is you can alter its status you can set its concern and you can also set what type of question it is so what type of question it is you can also designate a particular agent to this question so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be fixing 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 include this note now i’m going to reply to the consumer so it’s immediately going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your item i’m just going to send that and now i have responded to this customer you can also erase your responses within 10 seconds so if you slip up you can erase 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 similar sort of response you need to provide to each of your clients again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have actually basic getting started with us refunds and orders information presents and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see how long will delivery take that’s a question that is typically asked you can simply publish this draft and then go back to ticketing i’m just gon na as a sample just choose this ticket certainly the concern is various however i’m just picking this as a sample and now i’m just going to select 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 options and canned types so you’re going to click on recommended services and you can see different posts that are a pre-written answer to a consumer concern and you can simply insert that pre-written info into your reaction and send it without needing to

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retype the very same type of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly react to emails so another great function that freshdesk truly offers is developing groups so if you click on groups in the admin area you can develop different groups for different functions so if a ticket and a concern is associated with billing you can designate a group member so over here i’ve appointed myself in this group which person might specify their role and make them the leader of this kind of billing ticket aside from that you can likewise appoint different in the group area 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 customers might have raised a certain circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you guys discovered this easy to understand and valuable and i’ll capture you men in the next video Knowledge Base Reporting Freshdesk