Mspp Freshdesk – effortless omnichannel service

So we are talking about…Mspp Freshdesk…you can use freshdesk for customer support 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 information and register for free as quickly as you sign up you’re gon na get started and that will fill your basic control panel so when you’re starting with freshdesk as you can see on the left side it will set up your account so over here and customize your help desk you can confirm your e-mail and listed below that you can see you can include 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 likewise 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 assistance channel so how you can be called via phone email social media chat or forms and listed below that you can add your customer support e-mail so if somebody is going to be contacting you you can set that email over here and next up you can invite somebody to your group so if you have a group that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard shows our

 

unsettled tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give 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 nice pattern and below that you have your consumer complete satisfaction and you can see the percentage of negative reactions or favorable responses even neutral actions and the total reactions that you have gotten on the best side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na include it over here and it’s gon na provide you a nice little reminder on your basic dashboard and now on the left side we’re gon na proceed 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 high and immediate ones will be on the top nevertheless the other ones will be on the bottom now next up on the ideal 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 designated to a particular person or the tickets that are still unassigned you can see them over here you can filter them out based on 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 called people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever type of account details that you have about them listed below that you have your options tab so your service tab is a general kind of info tab which allows you to view your email marketing your legal requirements

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your service related statements so if there is something that is kind of various you will find it in your solutions tab and below the services tab you have your analytics and reports reports are the standard general overview of the number of tickets you might have sold what is the ticket volume trend you can see over here you can get a help desk extensive ticket analysis and you can likewise view your ticket volume trends so you can Mspp Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered or two 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 agent productivity assistance operation and your basic account settings over here you can see the development or the information of a certain employee or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of progress you have made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here returning 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 include tags you can put it in a particular category what kind of ticket this is you can change its status you can set its top priority and you can also set what sort of inquiry it is so what type of question it is you can likewise assign a specific agent to this query so you can simply include a note basically reply

 

tto this person and now i’m going to simply 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 update 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 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 replied to this customer you can likewise erase your reactions within 10 seconds so if you make a mistake you can delete them within a few seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar sort of reaction you require to give to each of your consumers 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 basic beginning with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently readily available and let’s see how long will shipment take that’s a question that is often asked you can just publish this draft and after that return to ticketing i’m simply gon na as a sample just select this ticket obviously the concern is various 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 reply to it and you can see when you’re responding to a consumer on the bottom left you can see recommended solutions and canned kinds so you’re going to click on recommended services and you can see different articles that are a pre-written answer to a client concern and you can just insert that pre-written details into your action and send it without needing to

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retype the exact same kind of answers again and again so this is a really simple formula for your agents to follow so they can easily respond to e-mails so another fantastic function that freshdesk truly offers is producing groups so if you click on groups in the admin section you can develop different groups for various 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 individual might specify their function and make them the leader of this kind of billing ticket aside from that you can also designate different in the group area you can also 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 may have raised a specific scenario and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you people in the next video Mspp Freshdesk