Manish Kalra Freshdesk – effortless omnichannel service

So we are talking about…Manish Kalra Freshdesk…you can use freshdesk for customer care so let’s start to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and sign up for free as quickly as you sign up you’re gon na begin which will load your basic dashboard so when you’re getting going 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 verify your email and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can also 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 support channel so how you can be contacted via phone email social media chat or kinds and listed below that you can add your client support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite someone 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 welcome them over here next up over here we have our control panel 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 give you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a nice trend and listed below that you have your customer complete satisfaction and you can see the portion of negative actions or positive reactions even neutral responses and the overall actions that you have actually received on the best side you’re gon na have your order of business so something that you require to contribute to your order of business you’re gon na add it over here and it’s gon na offer you a great little reminder on your basic control panel and now on the left side we’re gon na proceed 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 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 kind of tickets you want to view if you want to see the tickets that are assigned to a particular 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 see those whichever way that you have actually called individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a general type of info tab which permits you to view your e-mail marketing your legal requirements

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your service associated statements so if there is something that is kind of miscellaneous you will discover it in your options tab and below the options tab you have your reports and analytics reports are the fundamental general summary of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get an assistance desk thorough ticket analysis and you can also see your ticket volume trends so you can Manish Kalra Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have offered or so what is the boost or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow agent productivity support operation and your basic account settings over here you can view the progress or the details of a certain team member or a group member and below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what turning points that you have actually reached and how much productivity each agent has you can see that from over here going back 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 type of ticket this is you can alter its status you can set its priority and you can likewise set what sort of inquiry it is so what kind of question it is you can likewise appoint a particular agent to this question so you can just include a note generally reply

 

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 automatically going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send that and now i have replied to this customer you can likewise delete your responses within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your consumers again and again you’re going to go into the options tab and over here you can see there is the classifications you have basic starting with us orders and refunds information gifts and vouchers and facts 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 question that is typically asked you can simply release this draft and then return to ticketing i’m just gon na as a sample simply select this ticket clearly the concern is different but i’m simply picking this as a sample and now i’m simply 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 customer on the bottom left you can see suggested options and canned kinds so you’re going to click on suggested solutions and you can see various articles that are a pre-written answer to a client concern and you can just place that pre-written details into your action and send it without needing to

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retype the same sort of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk truly supplies is developing groups so if you click groups in the admin area you can create various groups for different functions so if a problem and a ticket is related to billing you can designate a group member so over here i have actually assigned myself in this group and that individual could specify their role and make them the leader of this type of billing ticket besides that you can likewise appoint different in the group area you can likewise assign various tickets to various groups and as soon as 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 may have raised a particular situation and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and useful and i’ll catch you people in the next video Manish Kalra Freshdesk