Newvoicemedia Freshdesk – effortless omnichannel service

So we are talking about…Newvoicemedia Freshdesk…you can utilize freshdesk for customer support so let’s get started first of all you’re gon na start your totally free trial on freshdesk.com and over here you’re gon na put in your details and register for complimentary as quickly as you sign up you’re gon na get started and that will pack your basic control panel so when you’re beginning with freshdesk as you can see on the left side it will establish your account so over here and customize your assistance desk you can confirm your email and below that you can see you can include your language whatever sort of language you desire on your website alter the color of your logo design so as you can see i’m gon na go with a pink and listed 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 pick your support channel so how you can be gotten in touch with through phone email social networks chat or forms and listed below that you can add your consumer assistance email 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 group so if you have a group that is working for you if somebody is going to be selling the tickets for you you can welcome them over here successive over here we have our control panel our dashboard reveals our

 

unsolved 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 shows you the trends so if the tickets are selling out better or even worse it’s going to reveal you a great trend and below that you have your client satisfaction and you can see the percentage of positive actions or negative responses even neutral actions and the total actions that you have actually received on the best side you’re gon na have your to-do list 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 give you a good little reminder 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 just say let’s arrange them by their status and now you can see urgent and high ones will be on the leading 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 assigned to a specific person or the tickets that are still unassigned you can see them over here you can filter them out as per your requirements and next up below that you have your basic contact and companies so you can view those whichever manner in which you have actually contacted people you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever kind of account details that you have about them below that you have your solutions tab so your service tab is a general kind of details 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 miscellaneous you will find it in your options tab and listed below the solutions tab you have your reports and analytics reports are the basic general overview of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get a help desk in-depth ticket analysis and you can also view your ticket volume trends so you can Newvoicemedia Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your team channels workflow representative efficiency assistance operation and your general account settings over here you can view the development or the information of a specific team member or a group member and listed below that you can see your different channels of communication you can likewise view your workflow and what kind of development you have actually made what turning points that you have reached and just how much performance each agent has you can view 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 specific category what sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of query it is so what type of concern it is you can also designate a particular representative to this inquiry so you can just include a note essentially respond

 

tto this person and now i’m going to just 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 reply to the client so it’s automatically going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m simply going to send out that and now i have actually replied to this client you can also delete your responses within 10 seconds so if you make a mistake you can erase 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 type 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 classifications you have actually basic starting with us refunds and orders info presents and coupons and facts and concerns so in fact in questions you can see over here there is some draft templates that are already offered and let’s see for how long will shipment take that’s a concern that is often asked you can simply publish this draft and after that return to ticketing i’m simply gon na as a sample simply select this ticket certainly the concern is different but i’m simply picking this as a sample and now i’m simply 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 solutions and canned types 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 just place that pre-written information into your response and send it without needing to

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retype the exact same type of responses again and again so this is a really easy formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk really supplies is developing groups so if you click on groups in the admin section you can create various groups for different purposes so if a ticket and a concern is related to billing you can designate a group member so over here i’ve appointed myself in this group which individual could specify their function and make them the leader of this sort of billing ticket aside from that you can likewise appoint various in the group section you can likewise appoint 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 client escalations where consumers may have elevated a certain circumstance and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll catch you people in the next video Newvoicemedia Freshdesk