Pendo Freshdesk Knowledge Base – effortless omnichannel service

So we are talking about…Pendo Freshdesk Knowledge Base…you can utilize freshdesk for customer care so let’s get going first of all you’re gon na start your complimentary trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as soon as you register you’re gon na begin which will fill your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your help desk you can verify your e-mail and below that you can see you can add your language whatever sort of language you desire on your website change the color of your logo design so as you can see i’m gon na go with a pink and listed below that you can also change your menu color so i’m likewise 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 assistance channel so how you can be called by means of phone e-mail social media chat or kinds and listed below that you can include your consumer support e-mail 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 group so if you have a team that is working for you if someone is going to be selling the tickets for you you can welcome them over here successive over here we have our dashboard our control panel shows our

 

unsolved 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 worse it’s going to reveal you a great trend and listed below that you have your client complete satisfaction and you can see the percentage of negative actions or favorable responses even neutral actions and the overall responses that you have actually gotten on the ideal side you’re gon na have your to-do list 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 great little tip 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 sort them by their status and now you can see urgent and high ones will be on the leading 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 kind of tickets you wish to view if you want to see the tickets that are designated to a particular person or the tickets that are still unassigned you can see 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 contacted individuals you can see their e-mail addresses uh their business titles their contact number facebook twitter whatever sort of account information that you have about them listed below that you have your services tab so your solution tab is a basic type of details tab which enables you to see your email marketing your legal requirements

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your service associated announcements so if there is something that is sort of various you will discover it in your services tab and below the solutions tab you have your reports and analytics reports are the basic general overview of the number of tickets you may have sold what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also see your ticket volume trends so you can Pendo Freshdesk Knowledge Base

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or so what is the increase or reduce in these sales you can see receiving seven tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow representative efficiency support operation and your general account settings over here you can see the progress or the information of a specific team member or a group member and listed below that you can see your various channels of communication you can likewise view your workflow and what type of progress you have made what milestones that you have actually reached and just how much productivity each agent has you can view 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 add 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 question it is so what type of question it is you can likewise assign a specific agent to this query so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be fixing 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 consumer so it’s immediately going to enter hi matt rogers that’s the client name this is jane doe what might be the problem with your product i’m just going to send that and now i have actually responded to this client you can likewise erase your responses 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 a business that’s running this ticketing service and you have a similar type of reaction you need to offer to each of your clients 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 beginning with us orders and refunds info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft design templates that are currently available and let’s see for how long will shipment take that’s a question that is often asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample simply select this ticket obviously the concern is different 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 responding to a client on the bottom left you can see recommended services and canned forms so you’re going to click suggested solutions and you can see various short articles that are a pre-written answer to a consumer concern and you can just place that pre-written information into your reaction and send it without needing to

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retype the same sort of answers again and again so this is a really easy formula for your agents to follow so they can quickly respond to e-mails so another terrific feature that freshdesk really supplies is developing groups so if you click groups in the admin area you can produce 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 which individual could define their role and make them the leader of this type of billing ticket other than that you can also appoint different in the group section you can also appoint different tickets to various groups and when 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 elevated a specific circumstance 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 useful and i’ll capture you people in the next video Pendo Freshdesk Knowledge Base