Patricia Hyde Freshdesk – effortless omnichannel service

So we are talking about…Patricia Hyde Freshdesk…you can utilize freshdesk for customer care so let’s start first of all you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your details and register for free as quickly as you sign up you’re gon na get going which 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 customize your help desk you can confirm your e-mail and 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 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 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 add your consumer assistance email so if somebody is going to be calling you you can set that email over here and next up you can welcome somebody to your team so if you have a group that is working for you if somebody is going to be offering the tickets for you you can welcome them over here successive over here we have our control panel our dashboard 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 offer you a graph that reveals you the patterns so if the tickets are selling out better or even worse it’s going to reveal you a good pattern and listed below that you have your customer fulfillment and you can see the percentage of favorable reactions or unfavorable responses even neutral actions and the overall responses that you have actually gotten on the right side you’re gon na have your order of business so something that you need to contribute to your order of business you’re gon na include it over here and it’s gon na give you a nice little tip on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate 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 sort of tickets you wish to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your requirements and successive below that you have your basic contact and business so you can see those whichever way that you have actually contacted individuals you can see their email addresses uh their business titles their telephone number facebook twitter whatever sort of account details that you have about them below that you have your solutions tab so your service tab is a general type of info tab which allows 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 discover it in your options tab and below the services tab you have your analytics and reports reports are the standard general overview 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 also view your ticket volume patterns so you can Patricia Hyde Freshdesk

see on the right 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 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 basic account settings over here you can see the development or the information of a specific staff member or a group member and listed below that you can see your various channels of communication you can also see your workflow and what type of progress you have made what milestones that you have actually reached and just how much productivity each representative has you can see that from over here going back 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 classification what sort of ticket this is you can alter its status you can set its concern and you can likewise set what sort of question it is so what kind of concern it is you can likewise designate a specific representative to this inquiry so you can simply add a note essentially reply

 

tto this person and now i’m going to just tell them i will be resolving your ticket your problem 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 respond to the client so it’s automatically 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 that and now i have responded to this customer you can also delete your actions 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 sort of action you require to offer to each of your clients again and again you’re going to go into the services tab and over here you can see there is the classifications you have general beginning with us refunds and orders info gifts and vouchers and facts and concerns so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see for how long will shipment take that’s a question that is typically asked you can simply publish this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket certainly the question is various but i’m just choosing 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 replying to a consumer on the bottom left you can see suggested solutions and canned forms so you’re going to click on recommended solutions and you can see various articles that are a pre-written answer to a client concern and you can simply insert that pre-written info into your action and send it without needing to

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retype the very same sort of answers again and again so this is a very easy formula for your representatives to follow so they can quickly respond to e-mails so another terrific function that freshdesk really offers is creating groups so if you click groups in the admin section you can create different groups for various purposes so if an issue and a ticket is associated with billing you can appoint a group member so over here i have actually assigned myself in this group and that individual could define their role and make them the leader of this kind of billing ticket besides that you can likewise designate different in the group section you can also appoint various 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 customer escalations where clients might have raised a particular situation and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you guys found this easy to understand and valuable and i’ll catch you people in the next video Patricia Hyde Freshdesk