Knowledge Share Freshdesk – effortless omnichannel service

So we are talking about…Knowledge Share Freshdesk…you can use freshdesk for customer care so let’s begin to begin with you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register you’re gon na get started which will load 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 assistance desk you can verify your email and listed below that you can see you can add 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 listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i must make that black yeah and so you can update those and next you’re gon na choose your assistance channel so how you can be contacted through phone e-mail social media chat or forms and listed below that you can add your consumer 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 group so if you have a team that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard 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 offer 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 pattern and listed below that you have your consumer complete satisfaction and you can see the portion of favorable responses or unfavorable actions even neutral actions and the overall actions that you have received on the right 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 add it over here and it’s gon na offer you a great little tip on your basic control panel and now on the left side we’re gon na carry on to tickets you can sort your tickets over here so let’s simply state let’s arrange 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 best side you can see over here you can filter out what type of tickets you want to see 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 as per your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their business titles their contact number facebook twitter whatever type of account details that you have about them below that you have your services tab so your option tab is a basic type of info tab which enables you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of various you will discover it in your solutions tab and below the solutions tab you have your reports and analytics reports are the fundamental general introduction of how many tickets you may have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume trends so you can Knowledge Share Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered approximately what is the increase or reduce in these sales you can see getting seven tickets increase the volume by 99 and below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your general account settings over here you can view the development or the information of a certain team member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what sort of development you have actually made what turning points that you have reached and just how much efficiency each representative has you can view that from over here returning into tickets i’m going to reveal you how you can deal with 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 category what sort of ticket this is you can alter its status you can set its priority and you can likewise set what sort of question it is so what type of concern it is you can also appoint a particular agent to this inquiry so you can simply include a note essentially reply

 

tto this person and now i’m going to simply tell them i will be solving 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 include this note now i’m going to reply to the consumer so it’s instantly going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your item i’m simply going to send that and now i have actually replied to this client you can likewise delete your actions 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 require to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the classifications you have actually basic beginning with us refunds and orders information presents and vouchers and facts and concerns so in fact in questions you can see over here there is some draft design templates that are already 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 then return to ticketing i’m simply gon na as a sample simply choose this ticket obviously the question is various however i’m simply choosing this as a sample and now i’m just going to pick this as a sample and i’m going to reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended options and canned types so you’re going to click on recommended solutions and you can see different short articles that are a pre-written answer to a consumer concern and you can just insert that pre-written info into your action and send it without needing to

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retype the exact same type of responses again and again so this is an extremely easy formula for your representatives to follow so they can quickly respond to e-mails so another excellent function that freshdesk really provides is developing groups so if you click groups in the admin area you can create various groups for different purposes so if an issue and a ticket is associated with billing you can assign 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 type of billing ticket other than that you can likewise appoint various in the group area you can likewise designate different tickets to different groups and once 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 may have raised a particular situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and useful and i’ll capture you people in the next video Knowledge Share Freshdesk