Pco Groups Freshdesk – effortless omnichannel service

So we are talking about…Pco Groups Freshdesk…you can utilize freshdesk for client service so let’s begin 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 free as soon as you sign up you’re gon na begin and that will fill your basic control panel 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 individualize your aid desk you can validate your email and listed below that you can see you can add your language whatever type of language you desire on your website change the color of your logo so as you can see i’m gon na choose a pink and listed 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 select your support channel so how you can be gotten in touch with through phone email social networks chat or forms and below that you can include your customer support e-mail so if someone is going to be calling you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our dashboard our dashboard shows our

 

unsettled 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 provide you a chart that shows you the patterns so if the tickets are selling out much better or even worse it’s going to show you a nice trend and below that you have your client fulfillment and you can see the portion of unfavorable responses or positive responses even neutral actions and the total reactions that you have gotten on the ideal side you’re gon na have your order of business so something that you require to add to your order of business you’re gon na include it over here and it’s gon na offer you a good little pointer on your basic control panel and now on the left side we’re gon na proceed 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 immediate and high ones will be on the top however 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 view if you wish to see the tickets that are assigned 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 requirements and successive listed below that you have your basic contact and business so you can view those whichever manner in which you have gotten in touch with individuals you can see their email addresses uh their business titles their contact number facebook twitter whatever kind of account details that you have about them below that you have your options tab so your service tab is a basic kind of details tab which permits you to view your e-mail marketing your legal requirements

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your service related statements so if there is something that is sort of miscellaneous you will find it in your options tab and below the options 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 pattern you can see over here you can get a help desk in-depth ticket analysis and you can also see your ticket volume patterns so you can Pco Groups Freshdesk

see on the right side you have your today’s ticket inside so how many tickets you might have offered approximately what is the boost or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your general administrative settings your group channels workflow representative productivity support operation and your general account settings over here you can see the development or the information of a certain employee or a group member and below that you can see your various channels of communication you can likewise see your workflow and what sort of progress you have actually made what turning points that you have actually reached and just how much performance each representative has you can see that from over here returning into tickets i’m going to show 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 specific classification what sort of ticket this is you can change its status you can set its top priority and you can also set what type of question it is so what kind of concern it is you can also designate a specific representative to this inquiry so you can simply include a note basically reply

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern 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 reply to the consumer so it’s immediately going to type in hi matt rogers that’s the consumer name this is jane doe what might be the problem with your product i’m just going to send that and now i have replied to this customer you can also erase your responses within 10 seconds so if you slip up you can delete them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your customers again and again you’re going to enter into the options tab and over here you can see there is the categories you have actually basic starting with us refunds and orders information presents and vouchers and realities and questions so in fact in questions you can see over here there is some draft design templates that are already readily available and let’s see for how long will delivery take that’s a concern that is typically asked you can simply publish this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket clearly the concern is different however i’m simply choosing this as a sample and now i’m just 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 client on the bottom left you can see recommended solutions and canned forms so you’re going to click recommended services and you can see different articles that are a pre-written answer to a client concern and you can simply insert that pre-written information into your reaction and send it without having to

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retype the exact same type of answers again and again so this is a very simple formula for your agents to follow so they can quickly react to emails so another terrific feature that freshdesk actually offers is developing groups so if you click groups in the admin section you can develop various groups for various functions so if a ticket and an issue is associated with billing you can designate a group member so over here i’ve appointed myself in this group and that person could specify their function and make them the leader of this sort of billing ticket other than that you can also designate different in the group area you can likewise 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 customer escalations where consumers might have elevated a specific scenario and yeah this is how you can get started with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and handy and i’ll capture you guys in the next video Pco Groups Freshdesk