Outbound Text Freshdesk – effortless omnichannel service

So we are talking about…Outbound Text Freshdesk…you can use freshdesk for customer support so let’s start 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 information and sign up for free as soon as you register you’re gon na get started and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will set up your account so over here and individualize your aid desk you can confirm your email and listed below that you can see you can include your language whatever kind of language you desire on your website change the color of your logo design so as you can see i’m gon na go with 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 ought to make that black yeah therefore you can update those and next you’re gon na select your assistance channel so how you can be contacted through phone e-mail social media chat or kinds and below that you can include 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 welcome 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 invite them over here successive over here we have our control panel our control panel reveals 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 offer you a chart that shows you the patterns so if the tickets are selling out better or worse it’s going to show you a great pattern and listed below that you have your consumer satisfaction and you can see the portion of favorable actions or negative actions even neutral actions and the overall responses that you have actually received on the best side you’re gon na have your to-do list so something that you require to add to your to-do list you’re gon na add it over here and it’s gon na give 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 sort your tickets over here so let’s just say let’s sort them by their status and now you can see immediate and high ones will be on the leading however 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 type of tickets you wish to view if you want to see the tickets that are assigned to a particular person or the tickets that are still unassigned you can view them over here you can filter them out based on your needs and successive below that you have your basic contact and business so you can view those whichever manner in which you have called individuals you can see their email addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them below that you have your services tab so your solution tab is a general sort of details tab which permits you to view your e-mail marketing your legal requirements

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your service associated announcements so if there is something that is type of various you will discover it in your options tab and listed below the options tab you have your reports and analytics reports are the standard general summary of the number of tickets you might have offered 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 Outbound Text Freshdesk

see on the best side you have your today’s ticket inside so how many tickets you might have offered or so what is the boost or decrease in these sales you can see getting 7 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 general account settings over here you can view the progress or the information of a particular 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 actually made what milestones that you have actually reached and how much performance each agent has you can view that from over here returning into tickets i’m going to reveal you how you can solve 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 top priority and you can also set what kind of query it is so what type of concern it is you can also appoint a particular agent to this inquiry so you can simply include a note essentially 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 upgrade the status i’m going to include this note now i’m going to reply to the consumer so it’s automatically going to enter hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have actually responded to this client you can also delete your reactions within 10 seconds so if you slip up 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 sort of response you need to give to each of your clients again and again you’re going to enter into the options tab and over here you can see there is the categories you have general getting going with us orders and refunds information gifts and coupons and realities 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 the length of time will delivery 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 simply choose this ticket certainly the question is various but i’m just picking 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 responding to a customer on the bottom left you can see suggested options and canned types so you’re going to click recommended services and you can see various articles that are a pre-written answer to a customer concern and you can just insert that pre-written information into your response and send it without needing to

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retype the very same type of responses again and again so this is a very easy formula for your representatives to follow so they can quickly react to e-mails so another excellent function that freshdesk truly supplies is producing groups so if you click groups in the admin area you can create various groups for various purposes so if a problem and a ticket is related to billing you can appoint a group member so over here i’ve appointed myself in this group and that individual could define their function and make them the leader of this sort of billing ticket besides that you can likewise appoint different in the group area you can also appoint 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 client escalations where customers may have elevated a particular situation and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you guys found this easy to understand and valuable and i’ll capture you people in the next video Outbound Text Freshdesk