Knowledge Management Job Freshdesk – effortless omnichannel service

So we are talking about…Knowledge Management Job Freshdesk…you can use freshdesk for customer care so let’s start to begin with you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for free as quickly as you register you’re gon na get started which will pack 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 customize your aid desk you can confirm your email and below that you can see you can add your language whatever kind of language you want on your site alter the color of your logo design so as you can see i’m gon na go with 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 should make that black yeah and so you can update those and next you’re gon na select your assistance channel so how you can be contacted through phone e-mail social media chat or types and below that you can add your client assistance email so if somebody is going to be calling you you can set that e-mail over here and next up you can welcome 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 shows our

 

unresolved 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 shows you the patterns so if the tickets are selling out much better or worse it’s going to reveal you a nice trend and below that you have your consumer satisfaction and you can see the percentage of unfavorable actions or positive reactions even neutral reactions and the total actions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a good little tip on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange 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 leading 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 want to view if you want to see the tickets that are designated to a particular individual or the tickets that are still unassigned you can see them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with individuals you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your solutions tab so your solution tab is a basic type of details tab which allows you to view your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of various you will find it in your services tab and listed below the options tab you have your reports and analytics reports are the basic general introduction of the number of tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can also view your ticket volume patterns so you can Knowledge Management Job Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you may have sold or two what is the increase or decrease in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency assistance operation and your general account settings over here you can see the development or the information of a specific team member or a group member and below that you can see your various channels of communication you can also view your workflow and what type of development you have made what turning points that you have 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 specific classification what type of ticket this is you can change its status you can set its concern and you can likewise set what kind of query it is so what type of concern it is you can likewise designate a specific representative to this inquiry so you can just add a note essentially respond

 

tto this person and now i’m going to just tell them i will be resolving your ticket your concern 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 respond to the consumer so it’s instantly going to type in hi matt rogers that’s the customer name this is jane doe what might be the issue with your product i’m simply going to send out that and now i have responded to this client you can likewise delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your e-mails so if you’re a service that’s running this ticketing service and you have a similar sort of action you require to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually general getting started with us orders and refunds details gifts and coupons and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will delivery take that’s a concern that is frequently asked you can just release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is various but i’m simply choosing this as a sample and now i’m simply going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a client on the bottom left you can see suggested solutions and canned forms so you’re going to click suggested solutions and you can see various articles that are a pre-written answer to a client concern and you can simply place that pre-written details into your action and send it without needing to

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retype the very same type of answers again and again so this is a really easy formula for your representatives to follow so they can quickly react to e-mails so another excellent function that freshdesk truly provides is creating groups so if you click groups in the admin area you can develop different groups for different purposes so if an issue and a ticket is connected to billing you can appoint a group member so over here i have actually designated myself in this group and that person could specify their role and make them the leader of this sort of billing ticket besides that you can likewise designate different in the group area you can likewise 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 consumer escalations where consumers might have elevated a particular circumstance and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys discovered this easy to understand and handy and i’ll capture you guys in the next video Knowledge Management Job Freshdesk