Panorama9 Freshdesk – effortless omnichannel service

So we are talking about…Panorama9 Freshdesk…you can use freshdesk for client service so let’s begin first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for totally free as soon as you register you’re gon na get going and that will fill 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 personalize your assistance desk you can validate your email and listed below that you can see you can add your language whatever sort 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 also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can update those and next you’re gon na choose your support channel so how you can be called through phone email social networks chat or kinds and below that you can include your consumer support email so if somebody is going to be contacting you you can set that e-mail over here and next up you can invite somebody 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 dashboard our dashboard reveals our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na offer you a graph that reveals you the trends so if the tickets are selling out much better or worse it’s going to show you a nice pattern and listed below that you have your client complete satisfaction and you can see the percentage of unfavorable responses or positive reactions even neutral responses and the overall reactions that you have gotten on the best side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include 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 proceed to tickets you can sort your tickets over here so let’s simply say let’s arrange them by their status and now you can see immediate and high 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 type of tickets you want to see if you wish to see the tickets that are assigned to a specific 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 listed below that you have your basic contact and business so you can view those whichever way that you have actually called people you can see their email addresses uh their company titles their telephone number facebook twitter whatever type of account information that you have about them below that you have your solutions tab so your option tab is a general kind of information tab which permits 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 miscellaneous you will find it in your services tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have offered what is the ticket volume trend you can see over here you can get an aid desk extensive ticket analysis and you can likewise view your ticket volume patterns so you can Panorama9 Freshdesk

see on the ideal side you have your today’s ticket inside so how many tickets you might have offered approximately what is the increase or decrease in these sales you can see getting seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance support operation and your general account settings over here you can view the development or the information of a certain staff member or a group member and listed below that you can see your various channels of interaction you can likewise view your workflow and what sort of development you have actually made what turning points that you have reached and just how much performance each representative 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 add 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 type of question it is so what kind of question it is you can also appoint a particular agent to this query 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 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 add this note now i’m going to respond to the customer so it’s automatically going to type in hi matt rogers that’s the consumer 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 consumer you can likewise erase your reactions within 10 seconds so if you make a mistake you can erase them within a few seconds and retype your emails so if you’re a company that’s running this ticketing service and you have a comparable kind of response you require to provide to each of your clients again and again you’re going to go into the options tab and over here you can see there is the categories you have general beginning with us orders and refunds information gifts and discount coupons and realities and questions so in fact in questions you can see over here there is some draft design templates that are currently offered and let’s see for how long will delivery take that’s a question that is often asked you can just release this draft and then return to ticketing i’m just gon na as a sample just choose this ticket undoubtedly the concern is various however i’m just selecting this as a sample and now i’m simply 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 suggested options and canned kinds so you’re going to click suggested options and you can see different short articles that are a pre-written answer to a client question and you can simply insert that pre-written info into your action and send it without having to

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retype the very same sort of answers again and again so this is an extremely simple formula for your agents to follow so they can quickly respond to emails so another excellent function that freshdesk really provides is producing groups so if you click groups in the admin section you can create various groups for various purposes so if a ticket and a problem is connected to billing you can designate a group member so over here i’ve designated myself in this group and that individual could specify their role and make them the leader of this kind of billing ticket other than that you can also designate different in the group section you can also designate various 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 consumer escalations where customers might have raised a certain scenario and yeah this is how you can begin with your online ticketing using freshdesk.com i hope you people discovered this easy to understand and useful and i’ll capture you men in the next video Panorama9 Freshdesk