Overview Of Freshdesk – effortless omnichannel service

So we are talking about…Overview Of Freshdesk…you can use freshdesk for customer care so let’s get started first off you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na begin and that will fill your basic dashboard so when you’re starting 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 validate your e-mail and listed below that you can see you can include your language whatever kind of language you desire on your site alter the color of your logo design so as you can see i’m gon na choose a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na choose your support channel so how you can be called by means of phone e-mail social media chat or types and below that you can include your client assistance email so if someone is going to be contacting 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 someone is going to be selling the tickets for you you can welcome them over here next up over here we have our control panel our dashboard shows our

 

unresolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na provide you a graph that reveals you the trends so if the tickets are selling out better or worse it’s going to reveal you a good pattern and listed below that you have your consumer satisfaction and you can see the portion of favorable actions or negative responses even neutral responses and the total actions that you have gotten on the ideal side you’re gon na have your to-do list so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na offer you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can sort 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 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 wish to see the tickets that are appointed to a particular individual 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 below that you have your basic contact and business so you can view those whichever way that you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever type of account details that you have about them below that you have your options tab so your solution tab is a basic type of details tab which permits 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 discover it in your services tab and below the services tab you have your reports and analytics reports are the fundamental general overview of how many tickets you might have sold what is the ticket volume trend you can see over here you can get an aid desk thorough ticket analysis and you can likewise see your ticket volume patterns so you can Overview Of Freshdesk

see on the best side you have your today’s ticket inside so the number of tickets you may have sold or two what is the boost or decrease in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent productivity assistance operation and your basic account settings over here you can view the development or the details of a particular team member or a group member and below that you can see your different channels of interaction you can likewise view your workflow and what sort of progress you have actually made what turning points 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 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 include tags you can put it in a specific category what sort of ticket this is you can change its status you can set its priority and you can also set what sort of query it is so what kind of concern it is you can likewise assign a specific agent to this query so you can simply add a note generally reply

 

tto this person and now i’m going to simply tell them i will be solving 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 add this note now i’m going to reply to the consumer so it’s immediately going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send that and now i have actually responded to this customer you can likewise erase your reactions 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 service that’s running this ticketing service and you have a similar kind of reaction you require to offer to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have general beginning with us refunds and orders information presents and vouchers and truths 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 how long will shipment take that’s a concern that is typically asked you can simply release this draft and after that return to ticketing i’m just gon na as a sample simply select this ticket certainly the concern is various however i’m just choosing this as a sample and now i’m just 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 client on the bottom left you can see suggested services and canned forms so you’re going to click recommended services and you can see various short articles that are a pre-written answer to a client concern and you can just insert that pre-written info 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 representatives to follow so they can easily respond to e-mails so another terrific feature that freshdesk really supplies is creating groups so if you click groups in the admin area you can produce various groups for various functions so if a ticket and a problem is related to billing you can assign a group member so over here i’ve designated myself in this group which person could specify their role and make them the leader of this kind of billing ticket besides that you can also appoint different in the group area you can also designate different 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 client escalations where consumers might have elevated a particular circumstance and yeah this is how you can begin with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and practical and i’ll catch you guys in the next video Overview Of Freshdesk