Patricia Mccabe Freshdesk – effortless omnichannel service

So we are talking about…Patricia Mccabe Freshdesk…you can use freshdesk for client service so let’s begin first off you’re gon na begin your totally free trial on freshdesk.com and over here you’re gon na put in your information and register for free as quickly as you register you’re gon na get started which will load your basic control panel so when you’re getting going with freshdesk as you can see on the left side it will establish your account so over here and personalize your aid desk you can confirm your email and below that you can see you can include your language whatever kind of language you want on your site 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 must make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be contacted through phone email social media chat or types and listed below that you can include your customer 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 someone to your team so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our dashboard our dashboard reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets below that they’re gon na give you a graph that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a great pattern and below that you have your client fulfillment and you can see the percentage of unfavorable reactions or positive actions even neutral reactions and the overall actions that you have received on the best 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 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 just state let’s sort them by their status and now you can see high and urgent ones will be on the leading nevertheless the other ones will be on the bottom now next up on the right 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 designated to a specific individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up below that you have your basic contact and business so you can see those whichever way that you have actually gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever sort of account details that you have about them listed below that you have your options tab so your option tab is a general kind of details 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 type of miscellaneous you will discover it in your solutions tab and below the services tab you have your reports and analytics reports are the standard general overview of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can likewise see your ticket volume patterns so you can Patricia Mccabe Freshdesk

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the increase or reduce in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your group channels workflow representative efficiency support operation and your basic account settings over here you can see the progress or the information of a specific employee or a group member and listed below that you can see your different channels of communication you can also view your workflow and what type of progress you have made what milestones that you have reached and how much efficiency each representative has you can see that from over here going back 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 classification what kind of ticket this is you can alter its status you can set its priority and you can also set what kind of query it is so what type of concern it is you can likewise designate a specific representative to this query so you can simply add a note generally respond

 

tto this person and now i’m going to simply 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 update the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the issue with your product i’m just going to send that and now i have replied to this customer you can likewise delete your actions 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 business that’s running this ticketing service and you have a comparable sort of action you require to offer to each of your customers again and again you’re going to enter into the solutions tab and over here you can see there is the categories you have actually basic beginning with us refunds and orders details presents and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see how long will shipment take that’s a concern that is frequently asked you can simply publish this draft and after that return to ticketing i’m just gon na as a sample simply choose this ticket clearly the question is various however i’m simply selecting this as a sample and now i’m simply going to pick 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 recommended services and canned types so you’re going to click on suggested solutions and you can see different short articles that are a pre-written answer to a customer question and you can just insert that pre-written details into your action and send it without needing to

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retype the very same type of responses again and again so this is a really easy formula for your agents to follow so they can easily respond to emails so another excellent feature that freshdesk truly offers is developing groups so if you click groups in the admin section you can produce various groups for different purposes so if a ticket and a concern is related to billing you can assign a group member so over here i have actually designated myself in this group which person might specify their role and make them the leader of this sort of billing ticket other than that you can also appoint different in the group area you can also assign various 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 customer escalations where clients may have raised a certain circumstance and yeah this is how you can get going with your online ticketing utilizing freshdesk.com i hope you men discovered this easy to understand and helpful and i’ll capture you people in the next video Patricia Mccabe Freshdesk