Pagatelia Freshdesk – effortless omnichannel service

So we are talking about…Pagatelia Freshdesk…you can utilize freshdesk for customer care so let’s get going to begin with you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as quickly as you register you’re gon na begin which 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 personalize your assistance desk you can verify your email and listed below that you can see you can include your language whatever type of language you desire on your site alter the color of your logo so as you can see i’m gon na choose a pink and below that you can likewise alter your menu color so i’m likewise gon na make that pink i guess or i should make that black yeah and so you can upgrade those and next you’re gon na select your assistance channel so how you can be gotten in touch with via phone email social media chat or types and below that you can include your customer assistance email so if someone is going to be calling you you can set that e-mail over here and next up you can welcome somebody to your team so if you have a team that is working for you if somebody 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 control panel shows our

 

unresolved tickets past due 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 chart that shows you the trends so if the tickets are selling out much better or even worse it’s going to reveal you a good pattern and listed below that you have your consumer fulfillment and you can see the percentage of positive actions or unfavorable reactions even neutral responses and the total actions that you have gotten 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 offer you a great little tip 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 simply state let’s arrange them by their status and now you can see high and urgent ones will be on the top 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 see if you want to see the tickets that are designated 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 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 individuals you can see their e-mail addresses uh their business titles their phone numbers facebook twitter whatever type of account information that you have about them listed below that you have your solutions tab so your solution tab is a general type of details tab which allows you to see your e-mail marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will find it in your options tab and below the services tab you have your analytics and reports reports are the fundamental general summary of how many tickets you might have offered what is the ticket volume trend you can see over here you can get a help desk thorough ticket analysis and you can likewise view your ticket volume trends so you can Pagatelia Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have sold approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow agent productivity support operation and your general account settings over here you can see the progress or the information of a certain employee or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what kind of development you have actually made what turning points that you have actually reached and how much productivity each representative has you can view that from over here returning into tickets i’m going to reveal you how you can deal with 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 sort of ticket this is you can change its status you can set its priority and you can also set what sort of question it is so what kind of concern it is you can likewise assign a specific agent to this query 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 issue 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 client so it’s instantly going to key in hi matt rogers that’s the customer name this is jane doe what might be the concern with your product i’m simply going to send out that and now i have actually replied to this customer you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your emails so if you’re an organization that’s running this ticketing service and you have a comparable kind of action you require to give 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 general getting started with us orders and refunds details gifts and vouchers and realities and questions 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 question that is frequently asked you can just release this draft and then return to ticketing i’m simply gon na as a sample just select this ticket certainly the concern is different but i’m just picking this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see recommended services and canned kinds so you’re going to click recommended solutions and you can see various articles that are a pre-written answer to a consumer question and you can simply insert that pre-written info into your response and send it without needing to

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retype the same kind of answers again and again so this is a very simple formula for your agents to follow so they can easily react to emails so another terrific feature that freshdesk really offers is producing groups so if you click groups in the admin area you can create different groups for different functions so if a ticket and a problem is related to billing you can appoint a group member so over here i’ve appointed myself in this group which individual could specify their role and make them the leader of this sort of billing ticket besides that you can likewise assign different in the group section you can also appoint different tickets to different groups and as soon as 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 clients may have elevated a specific situation 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 Pagatelia Freshdesk