Maggie Daley Freshdesk – effortless omnichannel service

So we are talking about…Maggie Daley Freshdesk…you can use freshdesk for customer care so let’s get started first off 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 start which will fill your basic dashboard so when you’re beginning 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 confirm your e-mail and listed 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 go with a pink and below that you can likewise change your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be called through phone e-mail social networks chat or types and below that you can include your consumer assistance e-mail so if somebody is going to be contacting you you can set that email 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 next up over here we have our control panel our control panel shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets 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 pattern and below that you have your customer fulfillment and you can see the percentage of negative responses or favorable responses even neutral responses and the overall responses that you have received on the right side you’re gon na have your to-do list so something that you need to contribute to your to-do list you’re gon na add it over here and it’s gon na provide you a great little reminder on your basic control panel 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 sort them by their status and now you can see high and immediate 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 sort of tickets you wish 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 see them over here you can filter them out as per your needs and next up below that you have your basic contact and companies so you can see those whichever way that you have 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 services tab so your option tab is a basic type of details tab which enables you to see your e-mail marketing your legal requirements

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your service associated statements so if there is something that is sort of miscellaneous you will find it in your services tab and listed below the services tab you have your analytics and reports reports are the fundamental general introduction of the number of tickets you might have offered what is the ticket volume trend 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 Maggie Daley Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost or reduce 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 productivity support operation and your general account settings over here you can see the development or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what sort of development you have actually made what turning points that you have actually reached and just how much efficiency each agent has you can see that from over here going back into tickets i’m going to show 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 particular category what kind of ticket this is you can alter its status you can set its top priority and you can also set what type of inquiry it is so what type of concern it is you can likewise assign a particular representative to this inquiry 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 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 add this note now i’m going to reply to the consumer so it’s instantly going to type in hi matt rogers that’s the client name this is jane doe what might be the issue with your item i’m simply going to send that and now i have responded to this client you can likewise delete your actions 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 company that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your clients again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have general beginning with us refunds and orders information presents 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 offered and let’s see for how long will delivery take that’s a concern that is frequently asked you can just release this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket clearly the question is various however i’m simply selecting this as a sample and now i’m just 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 customer on the bottom left you can see suggested services and canned types so you’re going to click on suggested options and you can see various articles that are a pre-written answer to a customer concern and you can simply insert that pre-written information 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 simple formula for your representatives to follow so they can easily react to e-mails so another great feature that freshdesk really provides is creating groups so if you click on groups in the admin area you can create various groups for different purposes so if a ticket and a problem is associated with billing you can designate a group member so over here i’ve appointed myself in this group which individual could specify their role and make them the leader of this kind of billing ticket besides that you can also assign different in the group section you can likewise assign 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 clients might have raised a specific situation and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you guys in the next video Maggie Daley Freshdesk