Megan Howell Freshdesk – effortless omnichannel service

So we are talking about…Megan Howell Freshdesk…you can utilize freshdesk for customer care so let’s start first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for totally free as quickly as you sign up you’re gon na get started and that will load your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and individualize your help desk you can verify your e-mail and listed below that you can see you can add your language whatever sort of language you want on your site alter 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 alter your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can upgrade those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or kinds and listed below that you can add your customer support e-mail so if someone is going to be contacting you you can set that e-mail 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 invite them over here next up over here we have our dashboard our dashboard shows our

 

unsolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a great pattern and below that you have your consumer satisfaction and you can see the percentage of favorable responses or unfavorable reactions even neutral actions and the overall responses that you have actually gotten on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a great little suggestion 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 just state let’s sort them by their status and now you can see urgent and high ones will be on the top however 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 kind of tickets you wish to see 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 below that you have your basic contact and companies so you can see those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your option tab is a basic sort of information tab which enables you to see your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will find it in your options tab and listed below the solutions tab you have your analytics and reports reports are the basic general introduction 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 in-depth ticket analysis and you can likewise view your ticket volume patterns so you can Megan Howell Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you may have sold or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow representative productivity assistance operation and your basic account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your various channels of interaction you can likewise see your workflow and what type of development you have actually made what turning points that you have actually reached and just how much performance each agent has you can view that from over here going back into tickets i’m going to reveal 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 classification 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 query it is so what type of question it is you can also designate a specific agent to this question so you can simply add a note basically 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 update the status i’m going to add this note now i’m going to respond to the customer so it’s instantly going to enter hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m simply going to send that and now i have actually replied to this customer you can likewise erase your responses within 10 seconds so if you make a mistake you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a comparable type of action you need to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic beginning with us orders and refunds info gifts and discount coupons and truths and concerns 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 concern that is typically asked you can simply release this draft and after that return to ticketing i’m simply gon na as a sample just choose this ticket clearly the concern is different but i’m simply choosing 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 suggested solutions and canned kinds so you’re going to click suggested solutions and you can see different short articles that are a pre-written answer to a consumer question and you can simply place that pre-written details into your response and send it without needing to

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retype the same sort of responses again and again so this is a very simple formula for your agents to follow so they can easily react to e-mails so another excellent feature that freshdesk actually offers is developing groups so if you click on groups in the admin area you can create different groups for various functions so if a ticket and a concern is associated with billing you can appoint a group member so over here i’ve designated myself in this group and that person could define their role and make them the leader of this kind of billing ticket aside from that you can also assign different in the group section you can likewise designate different tickets to various groups and once 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 customer escalations where consumers might have elevated a specific circumstance and yeah this is how you can start with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you people in the next video Megan Howell Freshdesk